Monitor activity across cases and identify your case status changes in the last three months of a case’s life cycle.
|Available in: both Salesforce Classic
|Available in: Enterprise, Performance, Unlimited, and Developer Editions|
|To create, edit, and delete reports:||“Create and Customize Reports”|
One way to optimize contact center operations is to observe the Status field over time, watching for cases that move backward to a previous status. This can help reveal ways to resolve cases more effectively.
For another example, try analyzing historical values of the Priority field to identify cases that may have been incorrectly classified when they were opened. Watching for frequent changes in priority may also lead to ways to improve the handling of complex cases.