Cases Analytics allows you to gain visibility into your review team's productivity metrics and discover actionable insights to help you assess performance, reallocate workload, and gain operational efficiency. With Cases Analytics, you can answer questions such as:
- Are reviewers meeting SLAs and responding to manual review on time?
- How many cases are left unresolved or remain in pending status for a significant period of time?
- Are certain review agents more efficient than others?
You can view Cases Analytics by navigating to the Analytics section within the Cases tab on the dashboard. Once there, the Productivity tab will allow you to see your team's overall productivity metrics, while the Resolution tab will allow you to drill into your case resolution trends. Admins within orgs that have access to Cases will automatically have access to Cases Analytics. You can adjust permissions for Cases Analytics using user roles permissions.
Getting to know the Cases Analytics dashboard
At the top of the Cases Analytics page, you will find all the available filters for the metrics you want to display. First, select the time period you want to see data for, then filter by case template, assignee / reviewer, and resolution type. After setting your desired filters, click Run to update the metrics on the page.
Under Total Cases, you'll find a breakdown of all the cases by case status so you can easily track how many total cases are open, pending, and resolved.
The dates displayed on the x-axis are automatically adjusted based on the selected query date range (daily, weekly, or bi-weekly).
Continuously monitor whether your team or specific individual are meeting SLAs by showing the 95th, 75th, and 50th percentiles for the time it takes all cases within the filtered criteria to go from opened to resolved.
For example, in the chart below, 95% of cases were resolved in under 56 hours on August 17th.
The Resolution Time graph shows the resolution time (y-axis) by time series (x-axis). You can hover over the chart to see details of the exact resolution time at the 95th, 75th, and 50th percentile. All resolution times are displayed in hours on this chart.
Review and investigate the efficiency of each individual reviewer through the Assignment Distribution view.