Cases

Metric Name	Description	Calculation	Metric Type
Created	The total number of cases created	COUNT(created case)	Number
Unresolved	The total number of cases unresolved	SUM(COUNT(NEW status cases) + COUNT(OPEN status cases) + COUNT(PENDING status cases) + COUNT(ON_HOLD status case))	Number
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. Note:A single case may be counted as reopened multiple times. For example, each time the case is resolved and then reopened, it will count as 1 reopened case. "	COUNT(REOPEN cases)	Number
Resolved	Total number of cases that are in resolved or closed status.	COUNT(RESOLVED status cases) + COUNT(CLOSED status cases)	Number
Time to Resolution (hr)	Average time in hours between when the case was created and its latest resolution.	AVG(cases solve_at - cases create_at)	Number
Cases created by Day	Total number of cases created each day.	COUNT(created case) by day	Line chart with: x-axis: date y-axis: created case number
Cases created by Day of Week	Total number of cases created by day of week.	COUNT(created case) by day of week	Line chart with: x-axis: Monday to Sunday y-axis: created case count
Cases by Group	The percentage and number of cases created by agent group.	COUNT(created case) by agent group	Pie Chart with the percentage and number of cases created by agent group
Cases by Status	The percentage and number of cases created by status.	COUNT(created case) by status	Pie Chart with the percentage and number of cases created by status.
Cases by Priority	The percentage and number of cases create by priority.	COUNT(created case) by priority	Pie Chart with the percentage and number of cases created by priority.
Cases by About	The percentage and number of cases created by about field.	COUNT(created case) by about field	Pie Chart with the percentage and number of cases created by about field
Time to Resolution (hr)	The average amount of time taken by the agent to resolve the case by about field.	AVG(cases solve_at - cases create_at) by about field	Bar chart with: x-axis: Average time in hours y-axis: about field.