Supplier Lifecycle Operations analytics on the CBS dashboard

The Supplier Lifecycle Operations tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for supplier requests, helping managers monitor supplier activity and identify staffing gaps.

Today's snapshot

The Today's snapshot section tracks open case volume and current assignment status at a point in time. Use this section to assess workload distribution, spot triage gaps, and determine whether staffing coverage is meeting current demand. Unassigned cases are the signal to act on first.

Table 1. Supplier Lifecycle Operations Today's snapshot metrics

Metric	Description
Total open cases	Total number of supplier lifecycle cases currently open. Example value: 21.
Cases unassigned	Number of open supplier lifecycle cases not yet assigned to an agent. Example value: 7.
Cases assigned	Number of open supplier lifecycle cases currently assigned to an agent. Example value: 14.

Performance trends

The Performance trends section tracks case volume, resolution rates, and self-service deflection over a selected period. Use this section to identify trends, spot emerging bottlenecks, and evaluate whether process changes are having an effect. Adjust the date range filter to compare periods and surface patterns that a daily snapshot does not show.

Table 2. Supplier Lifecycle Operations Performance trends metrics

Metric	Description
Total cases created	Total number of supplier lifecycle cases created in the selected date range, with a comparison to the previous period. Example value: 33 cases created (up 33 from the previous period, March 28 – April 26).
Total cases resolved	Total number of supplier lifecycle cases resolved in the selected date range. Example value: 3 cases resolved.
Self solved using KB	Number of supplier lifecycle cases resolved by employees using knowledge base articles, without agent involvement, and raising a service request 24 hours from consuming the data. Example value: 6 (up 6 from the previous period).
Mean time to resolve	Average number of days to resolve a supplier lifecycle case over the selected period. Example value: 7.0 days (average for April 27 – May 26).
Total cases created by case type	A chart showing case volume broken down by supplier lifecycle case type. Case types include: Supplier support request, Supplier information change request, Enroll new supplier user, General inquiry, Supplier issue, Account access request, Request supplier contact, Offboard supplier contact, Primary contact elevation, and Update default supplier.