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.

Currently, this report does not support displaying custom fields with the following formats:

  • Multi-line text
  • Decimal

Dimensions

Field NameDescriptionTypeFormatFilter
AboutPre-defined field to track the type or purpose of the caseStringYes
AssigneeName of the assignee that the case is assigned.StringYes
Case IDCase’s unique ID.StringYes
Case NumberCase number that is used by customers. (e.g.: 1, 2, 3, etc.)StringYes
Created TimeTime that the case was created.Dateyyyy-mm-dd hh:mm:ssYes
FormThe case form used by the case.StringYes
GroupName of the group where the case is assigned.StringYes
PriorityCase’s priority. The priority can be Low, Normal, High, UrgentStringYes
Requester NameName of the user who is asking for support through a case. The request could come from a contact or an agent.StringYes
Resolved TimeTime that the case was resolved.Dateyyyy-mm-dd hh:mm:ssYes
StatusStatus of the case. The status can be New, Open, Pending, On-hold, ResolvedStringYes
SubjectSubject of the case.StringYes
Case Custom Field - Custom FieldThe name of customer fieldStringYes
Case Custom Field - Custom Field ValueThe value of customer fieldStringYes

Metrics

Metric NameDescriptionMetric Format
Total Cases CreatedTotal number of cases created. Deleted cases are not included in the reporting.Number
Total Unresolved CasesThe total number of cases unresolved (other than resolved and closed status). Deleted cases are not included in the reporting.Number
Total Cases ReopenTotal 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 hourAverage time in hours between when the case was created and its latest resolution.Number
Average duration resolve secondAverage time in seconds between when the case was created and its latest resolution.Number
Total Cases ResolvedTotal number of cases that are in resolved or closed status . Deleted cases are not included in the reporting.Number