840 ECE Dept. Daily Case Performance
Definition
Case key data on a historical basis per department and day
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
This report shows case key data based on historical data per department and day. It also contains information about the resolution duration, either in the hh:mm:ss format (optional) or calculated in days (default).
Main data source: EGPL_CASEMGMT_CASE
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| DepartmentID | ID of the department | |
| Department | Name of the department | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| OriginalSource | Type of the first activity of the case (Chat, Email, etc.) | |
| Created | Number of opened cases | |
| Closed | Number of closed cases (complete or incomplete) | |
| ClosedCompleted | Number of completely closed cases | |
| PerClosedCompleted | Percentage of completely closed cases | ClosedCompleted / Closed |
| ClosedIncomplete | Number of incompletely closed cases | |
| PerClosedIncomplete | Percentage of incompletely closed cases | ClosedIncomplete / Closed |
| ResolutionDays | Duration in days to case closure | |
| AvgResolutionDays | Average duration in days to case closure | ResolutionDays / Closed |
| ResolutionDaysCompleted | Duration in days to case completion | |
| AvgResolutionDaysCompleted | Average duration in days to case completion | ResolutionDaysCompleted / Closed |
| ResolutionDaysIncomplete | Duration in days to incomplete case closure | |
| AvgResolutionDaysIncomplete | Average duration in days to incomplete case closure | ResolutionDaysIncomplete / Closed |
| MaxResolutionDays | Longest duration in days to case closure | |
| ResolutionTime | Duration in seconds to case closure | |
| AvgResolutionTime | Average duration in seconds to case closure | ResolutionTime / Closed |
| ResolutionTimeCompleted | Duration in seconds to case completion | |
| AvgResolutionTimeCompleted | Average duration in seconds to case completion | ResolutionTimeCompleted / Closed |
| ResolutionTimeIncomplete | Duration in seconds to incomplete case closure | |
| AvgResolutionTimeIncomplete | Average duration in seconds to incomplete case closure | ResolutionTimeIncomplete / Closed |
| MaxResolutionTime | Longest duration in seconds to case closure |