Case action status analytics

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.

    The dashboard includes the Open Backlog - Blocked widget which breaks down the remaining work to show cases that are with the following users:
    • Agent
    • Customer
    • Other Internal Stakeholder
    As blocking tasks for a case get created and resolved, this dashboard widget tracks the case time spent with each of these users. The breakdown is set for:
    • Blocked internally
    • Blocked by customer
    • Blocked internally and by customer