Analyze Your Care Escalations

You can easily review and analyze the performance of your Care operations by creating a dashboard with a set of dedicated Care widgets and metrics.

To enter the Care Dashboard from the Care module, click Inbox, then click Reports.

Alternatively, go to the Dashboard module and locate the Care dashboards.

Care widgets and metrics

To create a widget, use the Dashboard widget wizard.

• Number of cases
  The metric displays the number of cases escalated to Care over the defined date range.

• Growth of new cases
  The metric displays the increases in the number of cases escalated to Care over the defined date range.

• Handling time
  The handling time is calculated as the delta between creating a case and closing the case (Done status). It shows the average time it takes to resolve a case. If a case reopens and closes multiple times within the defined date range, the last closing time is considered. Given the definition, the metric is calculated only for the Done cases.

• First response time
  The time to first response is calculated as the delta between the creation of a case and the first message posted by the agent. It shows the average time it takes the agents to post the first response to a customer's case. Given the definition, the metric is calculated only for cases with some response.

• Care agents performance
  The table summarizes the number of cases assigned to the agents, how many they resolved and what’s their average time to post a first response and handling time.

• Case level CSAT
  The metric displays the total average of all CSATs (customer satisfaction scores) across all Care cases over the defined date range.
  This widget is available only if you have the Voice of Customer module.

• Survey response time
  The metric displays the total amount of time customers take to respond to a CSAT (customer satisfaction score) survey after it is sent over the defined date range.
  This widget is available only if you have the Voice of Customer module.

For more information about how to add widgets to a dashboard, see Add and Remove a Widget from Dashboard.

Depending on the widget, you can use the following dimensions to filter and break down the data:

• Assigned users

• Assignee status (unassigned vs. assigned)

• Case field inputs (only for case fields of the single-select or multi-select type; see Customize Your Care Settings)

• Case fields

• Case status

• Case views

• Date

• Language

• Platform

• Sentiment

• Surveys (only if you have the Voice of Customer module)

• Survey sent by (only if you have the Voice of Customer module)

• Views