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.