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            Case Analytics Overall Analysis Dashboard for IT Services

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            Case Analytics Overall Analysis Dashboard for IT Services

            Use the Overall Analysis dashboard to gain crucial insights into your case management efficiency. Analyze total cases, total cases closed, and total escalated cases to understand your workload. Track the average time to close and first-time resolution percentage to measure how well you resolve cases. Review the case volume by origin and the case volume trend line to find patterns and manage resources well.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Filter the data in the Overall Analysis dashboard by queue, case origin, priority, and contact reason to get personalized and targeted analysis.

            • The Overview section highlights crucial metrics for evaluating case management efficiency, including total cases, total cases closed, total escalated cases, and avg. time to close.
            • The Data Explorer section highlights crucial insights into work volume trends and distribution, providing a comprehensive overview of the case volume by origin and case volume trends.

            Learn the definitions of key metrics in the Overall Analysis dashboard.

            METRIC DESCRIPTION
            Total Cases Shows the overall number of customer issues or requests.
            Total Cases Closed Shows the total number of customer issues that were resolved.
            Total Escalated Cases Shows the total number of cases moved to a higher level of support.
            Avg. Time to Close Shows the average time it took to resolve customer issues.
            Case Volume by Origin Helps you categorize customer issues by their source.
            Case Volume Trendline Shows the changes in the volume of customer issues over time.
            First-Time Resolution Percentage Shows the percentage of customer issues resolved on the first contact.
             
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