Cases Solved

Reports on cases solved (i.e. closed for the final time). Use these reports to attribute successful case resolution to the agents, queues, articles and other resources responsible. The report is available in daily, weekly, monthly, and day-on-day versions at each of the following levels:

  1. By Agent: These versions use a Final Agent parameter set and can be filtered by Final Activity Type. The data is broken down by final agent, interval and final manager.
  2. By Category: These versions use a Final Department parameter set and can be filtered by Final Activity Type. The data is broken down by final category, final department and interval.
  3. By Channel: These versions use a Final Department parameter set and can be filtered by Final Activity Type. The data is broken down by final activity type, final department and interval.
  4. By Queue: These versions use a Final Queue parameter set and can be filtered by Final Activity Type. The data is broken down by final queue, final department and interval.
  5. By Resolution Code: These versions use a Final Department parameter set and can be filtered by Final Activity Type. The data is broken down by final resolution code, final department and interval.
  6. By Article: These versions use a Final Queue parameter set. The data is broken down by final article used and interval. Only includes metrics concerning where knowledge was used.

The report may be found under the following path: Root > Reports > FCR and Case Resolution Reports > interval.

cases solved

The report is based on the Case Resolution model and includes the following columns.

Solved

The number of cases closed for the final time (not reopened again within 90 days) during the interval.

First Time Solve

The number of cases closed for the first and final time (not reopened again within 90 days) during the interval.

Repeat Solve

The number of previously reopened cases that were closed for the final time (not reopened again within 90 days) during the interval.

Solved with Knowledge

The number of cases closed for the final time (not reopened again within 90 days) during the interval, where knowledge was used.

A case was closed using knowledge if the agent who closed the case used articles in reply to the last activity of the case.

First Time Solve with Knowledge

The number of cases closed for the first and final time (not reopened again within 90 days) during the interval where knowledge was used.

Repeat Solve with Knowledge

The number of previously reopened cases that were closed for the final time (not reopened again within 90 days) during the interval where knowledge was used.

Solved without Knowledge

The number of cases closed for the final time (not reopened again within 90 days) during the interval, where knowledge was not used.

A case was closed without knowledge if the agent who closed the case used no articles in reply to the last activity of the case.

First Time Solve without Knowledge

The number of cases closed for the first and final time (not reopened again within 90 days) during the interval where knowledge was not used.

Repeat Solve without Knowledge

The number of previously reopened cases that were closed for the final time (not reopened again within 90 days) during the interval where knowledge was not used.