810 ECE Dept. Open Case Status
Definition
Status and age of open cases per department and original contact channel
This report shows one data row for each Department and original source channel (Chat or Email) with a summary of all open cases. It also provides information about the case age and whether the cases are overdue.
Main data source: EGPL_CASEMGMT_CASE
Screenshots
Drilldowns
- 800 ECE Dept. Case Detail (field Open)
Field description
| Field name | Description | Formula |
|---|---|---|
| DepartmentID | ID of the department | |
| Department | Name of the department | |
| OriginalSource | Type of the first activity of the case (Chat, Email, etc.) | |
| IsOpen | Always 1 (for summary of all open cases) | |
| Unassigned | Number of cases without an owner | |
| PerUnassigned | Percentage of cases without an owner | Unassigned / IsOpen |
| Assigned | Number of cases with an owner for which a reply has not been sent yet | |
| PerAssigned | Percentage of cases with an owner for which a reply has not been sent yet | Assigned / IsOpen |
| Replied | Number of cases for which at least one reply has been sent | |
| PerReplied | Percentage of cases for which at least one reply has been sent | Replied / IsOpen |
| AgeOfCases | Age of the cases in days | |
| AvgAgeOfCase | Average age of the cases in days | AgeOfCases / IsOpen |
| TimeOfCases | Age of the cases in seconds | |
| AvgTimeOfCase | Average age of the cases in seconds | TimeOfCases / IsOpen |
| MaxAgeOfCase | Age of the oldest case in days | |
| MaxTimeOfCase | Age of the oldest case in seconds | |
| OldestCaseStamp | Creation date of the oldest case | |
| WithoutDueDate | Number of cases without a due date | |
| PerWithoutDueDate | Percentage of cases without a due date | WithoutDueDate / IsOpen |
| BeforeDueDate | Number of cases which did not pass the due date yet | |
| PerBeforeDueDate | Percentage of cases which did not pass the due date yet | BeforeDueDate / IsOpen |
| DaysToDue | Number of days to the due date | |
| AvgDaysToDue | Average number of days to the due date | DaysToDue / IsOpen |
| TimeToDue | Number of seconds to the due date | |
| AvgTimeToDue | Average number of seconds to the due date | TimeToDue / IsOpen |
| MinDaysToDue | Shortest number of days to the due date | |
| MinTimeToDue | Shortest number of seconds to the due date | |
| Overdue | Number of cases which passed the due date | |
| PerOverdue | Percentage of cases which passed the due date | Overdue / IsOpen |
| OverdueAge | Overdue age in days | |
| AvgOverdueAge | Average overdue age in days | OverdueAge / Overdue |
| OverdueTime | Overdue age in seconds | |
| AvgOverdueTime | Average overdue age in seconds | OverdueTime / Overdue |
| MaxOverdueAge | Maximum overdue age in days | |
| MaxOverdueTime | Maximum overdue age in seconds |