Analyze Performance of Your Care Operations

Care comes with its own analytics that provides comprehensive data on agent-customer interaction.

You can review Care analytics in the following modules of the Emplifi platform:

• Dashboard

• Unified Analytics

Use Dashboard

Using Dashboard (see Dashboard), 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.

Generate a Care dashboard from a predefined template

Quickly generate a dashboard with one of ready-to-use Care dashboard templates.

• Care: Case Analysis
  Analyze Care cases according to status, trends, first response time, and handling time.

• Care: Team Performance
  Analyze how your Care team handles cases and get an overview of the agents' performance.

Steps:

1. In the main Care menu (see Use Standard Care Settings), click Reports -> +Create dashboard.

   

   You are redirected to the Dashboard module and asked to choose a dashboard template or to start building a dashboard from scratch.

2. Choose one of the Care templates.
   A new dashboard is generated and populated with your Care data.

3. (Optional) Rename the dashboard and/or set up the default date range for the dashboard widgets.

4. Click Create Dashboard.
   The generated dashboard is saved and appears under My dashboards in the left panel.
   The dashboard also appears in Care: you can find it under Reports -> My dashboards in the main Care menu.

   

By default, a newly created dashboard is available to you only. You can grant other team members access to the dashboard or export it to PDF and share the generated file (see Share and Export a Dashboard).

At any time later, you can update the dashboard by adding and deleting individual widgets (see Add and Remove a Widget from Dashboard).

Generate a Care dashboard from scratch

Generate a fully customized dashboard with dedicated Care widgets.

You can choose from the following Care widgets:

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

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

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

• Handling time
  The widget displays the average time it takes the agents to resolve a Care case. The handling time is calculated as the delta between creating a case and marking the case as done. If a case reopens and is marked as done multiple times within the defined date range, the last time of marking it done is considered.
  Given the definition, the metric is calculated only for done cases. For more information about the statuses of Care cases, see Change the Status of a Care Case.

• Care agents performance
  The widget displays the number of cases assigned to each agent, how many they resolved, their average time to post the first response, and the handling time.

• Average review rating (Care)
  The widget displays the median or average rating of all reviews collected during the defined time range.

• Escalated Salesforce cases (Care)
  The widget displays the total number of Care cases escalated to Salesforce.
  This widget is available only if you have integrated Care with Salesforce (see Integrate Care with Salesforce).

• Escalated Salesforce Social Posts
  The widget displays the number of Social Posts escalated to Salesforce.
  This widget is available only if you have integrated Care with Salesforce (see Integrate Care with Salesforce).

• Case level CSAT
  The widget 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 widget 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.

You can filter and break down the data in the widgets by various dimensions (such as assigned user, case status, language, sentiment, and so on).

Steps:

1. In the main Care menu (see Use Standard Care Settings), click Reports -> +Create dashboard.

   

   You are redirected to the Dashboard module and asked to choose a dashboard template or to start building a dashboard from scratch.

2. Click Blank Dashboard.
   A new empty dashboard opens. In the left panel, a new item titled “Blank Dashboard” appears under My dashboards.

3. Click +Add Widget to add your first widget to the new dashboard.
   The list of all available widgets opens.

4. Click the Care icon to narrow down the selection to only the Care widgets.

   

   Only Care widgets are displayed.

5. Click the widget that you want to add to the dashboard.
   The widget configuration page opens.

6. Configure the widget options.
   Typically, you can define the widget name, type, data source, filters, breakdown dimensions, and any widget-specific options if available.

7. Once you have configured the widget, click Create Widget.
   The widget is added to the dashboard.

8. To add another widget, click Add -> Widget, and repeat Steps 4-7.
   Do so for as many more widgets as you want to add to the dashboard.

   

9. Rename the dashboard to give it a distinctive and meaningful name.

   

   Your dashboard is ready.
   The dashboard also appears in Care: you can find it under Reports -> My dashboards in the main Care menu.

   

By default, a newly created dashboard is available to you only. You can grant other team members access to the dashboard or export it to PDF and share the generated file (see Share and Export a Dashboard).

At any time later, you can update the dashboard by adding and deleting individual widgets (see Add and Remove a Widget from Dashboard).

Review the Care dashboards

To see all the Care dashboards that you created or that are shared with you, go to Care, and click Reports in the main Care menu.

Use Unified Analytics

Unified Analytics comes with ready-to-use boards that are pre-loaded with dozens of data visualizations on all aspects of Care performance:

• Case management

• Team performance

This article focuses on working with the Case management board.

The Case analysis board is deprecated and will be removed from Unified Analytics on June 30, 2025. The Case management board provides a more detailed and comprehensive analysis, making it a full replacement of the Case analysis board.

Case management board

To access the Case management board, go to Unified Analytics -> Care -> Case management. For more information about Unified Analytics and how to use their boards, see Using Unified Analytics.

The Case management board is in early access. We cannot guarantee data consistency during the early access period. Some features may change before the full release.
Report any bugs you encounter. If you have any questions, contact your Customer Success Manager.

The Case management board allows you to analyze various aspects related to Care cases: created/resolved/reopened/unresolved cases, case distribution by platform, priority, first response/resolution time, the number of one-touch cases, and many more. The board provides insights into overall workload and responsiveness as well as types of issues reported by customers, trends, and root causes of problems.

The board has the following tabs:

• Volume allows you to get an overall view of your Care performance.

• Backlog focuses on unresolved cases specifically.

• Case processing allows you to get insights into how fast cases are being processed by agents.

Data availability

Be aware of the following:

• The data available on the Volume and Backlog tabs is based on the Care cases created on November 1, 2024, the earliest. Data about the cases created before November 1, 2024, is not available on these tabs.

• The data available on the Case processing tab is based on the Care cases created on March 1, 2025, the earliest. Data about the cases created before March 1, 2025, is not available on these tabs.

• Deleted Care cases are not shown and not used in calculations.

The underlying data may be subject to changes during the early access period.

Understand the board data

Metrics

The source of data for the Volume and Backlog tabs of the board are the following metrics:

• Created cases

• Reopened cases

• Resolved cases

• Unresolved cases

The source of data for the Case processing tab of the board are the following metrics:

• First response time

• Response time

• Handling time

• Resolution time

Widgets

The board comes with a set of pre-defined widgets based on the metrics, such as created/unresolved cases sliced by various attributes (case status, platform, profile, sentiment, case attribute, and so on), created cases broken down by hour of the day, created cases vs. resolved cases, first response/resolution time, the number of one-touch cases, and many more.

Each widget has a tooltip with a comprehensive explanation of what data it shows and any additional details that you may need to interpret the data correctly.

Filters

To get more specific results, you can apply additional filters to the board:

• Platform

• Language

• Sentiment

• Priority

• Care agent

• User groups

• (For some widgets only) Custom case fields

Data attribution

Data attribution helps you understand how specific data points are categorized and visualized based on their relevance to different timeframes. By assigning data to specific timestamps or events, data attribution provides clarity and consistency of the metrics.

Data attribution can correspond to a specific event in the lifecycle of a Care case (when it was created/reopened/resolved) or what the state of a Care case was at a given point in time (snapshot). The widgets of the Case management board use the following types of data attribution:

• Created time
  Care cases are attributed to the date/time when they were created (regardless of subsequent actions), within a specific time range. For example, all replies linked to a case are aggregated and attributed to the case’s creation time; this includes replies that occurred both during the time range and after the time range, consolidating them under the original creation timestamp.

• Replied at
  Care cases are attributed to the date/time when replies were sent to customers, within a specific time range. This attribution type tracks agent or system responses regardless of when the case was created or resolved, showing communication activity tied to the response timestamps.

• Reopened at
  Care cases are attributed to the date/time when they were reopened (transitioned from the status of Done or Spam to New, Open, Pending, or On Hold), within a specific time range. This attribution type highlights situations where cases require additional attention after they have been resolved and provides visibility into recurring issues or rework demands.

• Resolved at
  Care cases are attributed to the date/time when they were resolved (transitioned to the status of Done or Spam), within a specific time range. This attribution type can also include cases created before the time range, making it ideal for assessing resolution trends and efficiency.

• Snapshot
  This attribution type provides a static view of data at the end of a specific time range or time intervals (hour, day, week, month) for widgets displaying trends in time. It disregards when Care cases were created, reopened, or resolved, offering a "moment-in-time" perspective, which is particularly valuable for identifying trends, auditing, and maintaining a consistent historical record.

The widgets use badges to indicate the attribution type they employ to simplify data interpretation: