Cases
Each entry includes comprehensive details about a case, including the case ID, subject, group, assignee, priority, status, and more.
Note: Custom fields of the case are presented in the dataset by "Case Custom Field - Custom Field" and "Case Custom Field - Custom Field Value".
‘Case Custom Field - Custom Field’ can be selected as a filter to build the custom field report.
Dimensions
| Field Name | Description | Type | Format | Filter |
|---|---|---|---|---|
| About | Pre-defined field to track the type or purpose of the case | String | Yes | |
| Assignee | Name of the assignee that the case is assigned. | String | Yes | |
| Case ID | Case’s unique ID. | String | Yes | |
| Case Number | Case number that is used by customers. (e.g.: 1, 2, 3, etc.) | String | Yes | |
| Created Time | Time that the case was created. | Date | yyyy-mm-dd hh:mm:ss | Yes |
| Form | The case form used by the case. | String | Yes | |
| Group | Name of the group where the case is assigned. | String | Yes | |
| Priority | Case’s priority. The priority can be Low, Normal, High, Urgent | String | Yes | |
| Requester Name | Name of the user who is asking for support through a case. The request could come from a contact or an agent. | String | Yes | |
| Resolved Time | Time that the case was resolved. | Date | yyyy-mm-dd hh:mm:ss | Yes |
| Status | Status of the case. The status can be New, Open, Pending, On-hold, Resolved | String | Yes | |
| Subject | Subject of the case. | String | Yes | |
| Case Custom Field - Custom Field | The name of customer field | String | Yes | |
| Case Custom Field - Custom Field Value | The value of customer field | String | Yes |
Metrics
| Metric Name | Description | Metric Format |
|---|---|---|
| Total Cases Created | Total number of cases created. Deleted cases are not included in the reporting. | Number |
| Total Unresolved Cases | The total number of cases unresolved (other than resolved and closed status). Deleted cases are not included in the reporting. | Number |
| Total Cases Reopen | Total number of reopened cases. A case is considered to be reopened if a case has been previously resolved and now is in any other status other than Resolved or Closed. - A case can be counted as reopened multiple times. For example, each time a case is resolved and then reopened, the case will be counted once as reopened. - Deleted cases are not included in the reporting. | Number |
| Average duration resolve hour | Average time in hours between when the case was created and its latest resolution. | Number |
| Average duration resolve second | Average time in seconds between when the case was created and its latest resolution. | Number |
| Total Cases Resolved | Total number of cases that are in resolved or closed status . Deleted cases are not included in the reporting. | Number |
Updated 5 months ago