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.

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

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
Is Deleted	It indicates whether this case has been deleted.	String	Yes or No	Yes
Occurred At Group Date	Similar to the "Created Time" field, but it supports more date formats.	Date	Date, Date of Month, Date of Week, Hour, Hour of Day, Minute, Minute10, Minute15, Minute30, Month, Month Num, Quarter, Week, Year	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

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