Case Management indicators
Indicators included in the Performance Analytics Case Management content pack, com.snc.pa.customer_service_advanced.
| Indicators | Version introduced |
|---|---|
| # of Cases Resolved on First Contact | Kingston |
| % of cases resolved on first contact | Kingston |
| Number of open cases with breached SLAs | Kingston |
| % of resolved cases reopened | Kingston |
| #of unassigned open cases | Kingston |
| Sum of agent reassignment counts for closed cases | Kingston |
| Number of promoters (NPS) | Kingston |
| Number of reopened open cases | Kingston |
| NPS | Kingston |
| CSAT | Kingston |
| Sum of agent reassignment counts for open cases | Kingston |
| % of open cases that were reopened | Kingston |
| Number of reassigned open cases | Kingston |
| % of P1 open cases | Kingston |
| Summed duration of First Response Time | Kingston |
| Number of Open Cases | Kingston |
| % of open cases that were escalated | Kingston |
| Number of satisfied customers (CSAT) | Kingston |
| Number of CSAT survey respondents | Kingston |
| % of open cases with agent reassignment | Kingston |
| Number of NPS survey respondents | Kingston |
| Number of open cases that were escalated | Kingston |
| Sum of reopen counts for resolved cases | Kingston |
| % of promoters (NPS) | Kingston |
| % of detractors (NPS) | Kingston |
| # of open cases with PRBs attached | Kingston |
| % of open cases with breached SLAs | Madrid |
| % of open cases not updated last 5 days | Madrid |
| Number of Open cases per agent | Madrid |
| % of closed cases re-assigned | Madrid |
| Summed age of last update of open cases | Madrid |
| Case Average NPS | Madrid |
| Average age of last update of open cases | Madrid |
| Number of Cases closed per agent per week | Madrid |
| Number of Closed cases re-assigned | Madrid |
| Number of agents active | Madrid |
| Number of Resolved cases | Madrid |
| % of new P1 Cases | Madrid |
| Summed age of open cases | Madrid |
| Average re-assignment of open cases | Madrid |
| Summed duration of closed cases | Madrid |
| Number of Cases closed same day opened | Madrid |
| Number of Cases closed per agent per month | Madrid |
| Number of Open cases not updated last 30 days | Madrid |
| Average age of open cases | Madrid |
| Number of Open cases not updated in last 5 days | Madrid |
| Summed re-assignment count of open cases | Madrid |
| Number of New cases per agent per month | Madrid |
| Case average overall customer satisfaction | Madrid |
| Number of New cases per agent per week | Madrid |
| Number of New cases | Madrid |
| Average resolution time of cases | Madrid |
| % of closed cases with breached SLAs | Madrid |
| % of cases closed same day opened | Madrid |
| Number of Closed Cases | Madrid |
| Number of Closed cases with breached SLAs | Madrid |
| Average close time of cases | Madrid |
| % of open cases not updated in the last 30 days | Madrid |
| Summed duration of resolved cases | Madrid |
| Number of Blocked Open Cases | Madrid |
| Number of Open Cases Caused by Change | Madrid |
| Re-open rate | Madrid |
| Number of Open Major Cases | Madrid |
| Percentage of Resolved Major Cases | Madrid |
| Percentage of Child Cases which are Auto Created from Major Case | Madrid |
| Number of Open Cases with Incident | Madrid |
| Number of Cases which are Child of Major Case | Madrid |
| Percentage of Major Case Candidates | Madrid |
| Number of Closed Cases with Incident | Madrid |
| Number of Resolved Major Cases | Madrid |
| Number of Customers Impacted by Major Case | Madrid |
| Number of Resolved Cases which are Child of Major Case | Madrid |
| Percentage of Open Cases with Incident | Madrid |
| Number of resolved cases reopened | Madrid |
| Number of Open Cases which are Child of Major Case | Madrid |
| Number of Responded Cases | Madrid |
| Case backlog growth | Madrid |
| Number of Open Cases with Request | Madrid |
| Percentage of Closed Cases Caused by Change | Madrid |
| Number of Closed Cases with Request | Madrid |
| Number of detractors (NPS) | Madrid |
| Percentage of Open Major Cases | Madrid |
| Percentage of Open Cases Caused by Change | Madrid |
| Case SLAs Open | Madrid |
| Percentage of Closed Cases with Problem | Madrid |
| Number of Closed Cases Caused by Change | Madrid |
| Number of Major Case Candidates | Madrid |
| Number of Child Cases which are Auto Created from Major Case | Madrid |
| Percentage of Open Cases with Change | Madrid |
| Percentage of Open Cases with Problem | Madrid |
| Number of Closed Cases with Change | Madrid |
| Percentage of Closed Cases with Change | Madrid |
| Number of Open Cases with Problem | Madrid |
| Number of Unblocked Open Cases | Madrid |
| Percentage of Closed Cases with Request | Madrid |
| Percentage of Open Cases with Request | Madrid |
| Case Average Response Time | Madrid |
| Number of Closed Cases with Problem | Madrid |
| Number of Open Cases with Change | Madrid |
| Average# of agent reassignments per open case | Madrid |
| Percentage of Closed Cases with Incident | Madrid |
| Average# of agent reassignments per closed case | Madrid |
| PCSO: Percent of internally reported cases that were promoted to major case | NewYork |
| PCSO: Number of Alerts where case is non empty | NewYork |
| PCSO: Number of affected deployments | NewYork |
| PCSO: Number of Proactive Cases | NewYork |
| PCSO: Percent of critical and acknowledged alerts that spawned a proactive case | NewYork |
| PCSO: Number of Critical and Acknowledged Alerts | NewYork |
| PCSO: Number of Affected Customers | NewYork |
| PCSO: Number of Proactive reported cases promoted to major | NewYork |