Cases Tracking
Modified on: Thu, 27 May, 2021 at 12:43 PM
The Case Tracking Report can be accessed in the menu under Close the Loop ➝ Cases Tracking.
The Case Tracking report gives you an overview of cases, how fast are your cases being closed, an overview by time, which agent is working on which customer case and also the list of cases that are unassigned, and yet to be picked up. You can also drill down on the green numbers to get a clear view of the case.
This report also allows you to view the list of agents in the system with the number of cases assigned to each agent and workflow status of those cases. Drill down on the green numbers to get a list of their workflow cases accordingly to their statuses. You can also click on green numbers of “Unassigned Cases” to get a list of cases yet to be assigned to an agent. You can then easily assign the case to an agent to work on. We also have a total of each assignee that can also be drilled down.
Case Tracking
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| This widget shows you the amount of Open Cases. Where to find the widget? Data source: Close the Loop Visual: Close the Loop Score What settings got configured? Widget name: Current Status Widget height: 3 blocks | This widget shows amount of cases that are In Progress or Closed vs the total amount of cases. Where to find the widget? Data source: Close the Loop Visual: Close the Loop Rate What settings got configured? General Settings Widget name: Cases Followed-up % Widget width: 3 blocks Widget height: 3 blocks For more information on this widget, click here! | This widget shows amount of Closed cases vs the total amount of cases. Where to find the widget? Data source: Close the Loop Visual: Close the Loop Rate What settings got configured? General Settings Widget name: Cases Closed % Widget width: 3 blocks Widget height: 3 blocks For more information on this widget, click here! | This widget shows you how long it takes on average to act on a case, by loyalty type Where to find the widget? Data source: Close the Loop Visual: Close the Loop Speed What settings got configured? General Settings Widget name: Average Time by Loyalty Widget width: 3 blocks Widget height: 3 blocks Group by Settings Group by: Segment Segment to group by: Loyalty For more information on this widget, click here! |
| This widget shows you the number of cases for each Close the Loop status over several months. Where to find the widget? Data source: Close the Loop Visual: Close the Loop Trend What settings got configured? Widget name: Cases Over Time Widget height: 3 blocks For more information on this widget, click here! | This widget is ideal to track how quickly your teams are closing the cases with customers. Where to find the widget? Data source: Close the Loop Visual: KPI Summary What settings got configured? General Settings Widget name: KPI Summary Widget width: 3 blocks Widget height: 3 blocks For more information on this widget, click here! | This widget is ideal to track the average time to act or close a case overtime. Where to find the widget? Data source: Close the Loop Visual: Close the Loop Speed What settings got configured? General settings Widget name: Average Time Trend Widget width: 3 blocks Widget height: 3 blocks Group by Settings Group by: Date Date Period: Month For more information on this widget, click here! | |
| This widget shows you the number of cases for each Close the Loop status for each user. You can also see the cases that are Unassigned in the first row. Where to find the widget? Data source: Close the Loop Visual: Assigned Cases What settings got configured? Widget name: Assigned Cases Widget height: 6 blocks For more information on this widget, click here! | |||
When you drill down you will see the list of cases. If you want to deep dive you can go to the Customer Detail Page and when you scroll down you will see the Close the Loop feature. Here you can update the status, assign to another user, see how long the case it's open and leave a comment.
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