Standard reports by category

The following categories and standard reports are available:

• Case Metrics
  • Case volume – For the last seven days, provides the cases created per day grouped by case type.
  • Time per stage – Provides a stacked bar chart of resolved cases by stage with the length of the bar representing the length of time.
• Open Cases
  • Open case timeliness – Provides the case-level SLA status for open cases.
• Service Level Performance
  • Open step timeliness – Provides the assignment SLA status grouped by assignment.
  • User timeliness – Provides the assignment SLA status grouped by user.
• Step Performance
  • Goals and deadlines by step – Provides the SLA status grouped by assignment.
  • Step duration – Provides a historical view of the time it took a user to complete a step.
  • Time spent in step – Provides a historical view of the time spent on a particular step.