This Period vs Last

An overview of cases raised, closed, time taken to resolve and number that breached SLA compared between two reporting periods.

Controls

Select the case types you would like to report on and whether the report should be based on "Week", "Month", "Quarter" or "Year".

Next select the date from which to generate the report, and the dashboards will generate two time periods with your chosen date as the mid-point.

For example, if you select the 8th of July, selecting "Week" will generate a dashboard comparing the period 01/07-07/07 to the period 08/07-14/07; selecting "Month" would compare the period 08/06-07/07 to the period 08/07-07/08.

The options for which case types to report on are set via metadata values related to the dashboard article. See Setting Up the Case Management Dashboards.

Summary

The summary table displays information for each of the selected cases and lets you export the data as a CSV.

Open/Closed/Breached

A bar graph showing each case type and the number that were opened, closed or breached SLA during the reporting periods.

Average Time

The average time taken to close cases in each of the reporting periods.

The days counted to calculate the average respect the calendar days/working days setting for the case's SLAs and Working Hours.

Assisted vs Self Service

For each case type in the reporting periods, the number raised via assisted service vs those raised via self service. An assisted case is raised by one user proxying another using the Assisted Service template.