Hi all, first post so be gentle (please)
We are starting to explore the OOB PA and what it provides us for Case Management. From the outset, we can see that 'Open Cases' is configured to include those that are in a resolved state. This follows through to metrics such as Average Case Age.
My question, is whether there is a consensus belief that these metrics should maintain data pertaining to cases in a resolved state, recognising that whilst the end-user may wish to reopen them, the service team have completed their actions and are now seeking confirmation of an acceptance or rejection of solution.
I appreciate considering that PA collectors don't retrospectively capture information is a factor, but is this not why we are tracking the volume of cases reopened and actively trying to reduce that as a separate KPI?
I am interested to hear other views, and whether anyone has worked through the same challenges to agree their standpoint. Many thanks, and Happy Holidays to all.
