Why is the Case Report table seperate from the Case table?

[mcconnellsj]

Hi All

In Kingston, a new table was introduced called "Case Report".  This little table stored some metrics about the Case record, for example, first contact resolution.

For reporting purposes it is a little bit annoying that these fields are simply not added to the Case record itself.

Does anyone know why this table exists at all?

Thanks

[Alberto Consonn]

Hi,

below is the difference between the two tables:

• Case table (sn_customerservice_case) to get the list of Open cases
• Cases Report table (sn_customerservice_case_report) which you can use to get the Re-opened and Re-assigned cases

The Case Report table includes three new calculated metrics: Agent Reassignment Count, First Contact Resolution, and Reopen Count, as described in Customer Service Manager dashboard. To add the Case Report column to the Cases list, navigate to Customer Service > Cases and add the Case Report field.

For any other information, please refer to the official release note of Kingston release:

Customer Service Management release notes

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[mcconnellsj]

Hi Alberto

Thanks for the response.

I understand the purpose of the fields in it, just not sure why it is a seperate table.  There are other metrics on the case (for example duration) - now we have two tables to pull metrics from.

Do you know the logic around splitting these out?

S.

[Alberto Consonn · Accepted solution]

The logic is explained by the Schema Map of this table.

Basically, it has been splitted in two different table for managing the Reopen Count and the Reassignment Count of the Cases.

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[mcconnellsj]

Okay thanks.

I still don't know why those fields can't just be on the case record along with all the other metrics, but fair enough.

S.