Average Case Life Report
The Average Case Life Report displays information that is related to the average time it takes for a case to close in the system, as explained in the following table. These cases are grouped based on the fact whether the cases were closed manually (by a case worker) or automatically, through aging.
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The Average Case Life Report displays information that is related to the average time it takes for a case to close in the system, as explained in the following table. These cases are grouped based on the fact whether the cases were closed manually (by a case worker) or automatically, through aging.
Field
| Description
|
Cases Handled Through | Specifies the Queue to which the case belongs. Typically, these cases are closed: By Customer Service Representatives Or Automatically, because they timed out. |
The entries in the Inbound Calls row summarize the activity details for cases that the Customer Service Representatives Customer Calls handles. | |
Period | Indicates the period for which the report was generated. This report can be generated for the following periods: By Month Last 7 Days By Date Range |
Cases Closed | Indicates the total number of existing cases that were closed in the specified Period. |
Case Activity Count | Indicates the total number of activities that were performed on the cases in the specified Period. |
Average Time Required for Case Closure | Indicates the average time that is taken to close the cases in the system. |