...
- New: Cases recorded in the period that match the filter. With the filter on the operating organization unit, the time when the case was resolved (for the last time) is used. If the case was open at the end of the chosen period, the operating organization unit the case was used at this time. Similar logic is also used for agents and team filters.
- Resolved: Service with settlement date during the period (at the end of the period had status "Resolved" or "Remain unresolved". With filter on operating organization unit / team / agent, the state of the case is checked at the time the case was resolved (for last time) against selected values.
- Resolved with template: The proportion of solved where the template is used.
- Remaining unresolved: The proportion of "solved" who has the status "remains unresolved".
- Backlog: Number of Service not completed at the end of the period.
- Not started and deadline due: Number of cases with start-up deadline, which was not started within the defined deadline at the end of the period.
- Started and deadline due: The number of cases started during the period when the start date was after the defined start date and at the start of the day had chosen operator / agent / team.
- Started within deadline: Number of cases started during the period when the start date was before the defined start date and at the start of the day had chosen operator / agent / team.
- Unresolved and deadline due: Number of cases with deadline which were not resolved by the deadline within the defined deadline.
- Solved and deadline due: Number of cases resolved during the period when the date of settlement was after the defined deadline and at the time of the solution had chosen the operator / agent / team.
- Solved within deadline: Number of cases resolved during the period when the date of settlement was before the defined deadline and at the time of the solution had chosen the operator / agent / team.
- Registered More Service: Number of "new" that was registered manually in More Service.
- Registered IMore Service: Number of "new" that was registered manually in iMore Service.
- Registered email: Number of "new" received via email.
- Registered portal: Number of "new" received from the user portal.
- Registered chat: Number of "new" received from chat.
- Resolution time: Average time from registration to last time the case got status solved. Calculated according to "solved". Time outside working hours (8-16) and weekends are counted as 0.
- Solving time from start: Average time from start to last time the case got status solved. Calculated according to "solved". Time outside working hours (8-16) and weekends are counted as 0.
- Received to registered: The average time spent from the cases ("new") was received until they were registered. Calculated based on the cases that were not registered manually. Time outside working hours (8-16) and weekends are counted as 0. Use the "Database" tab to find any deviations.
- Registered to start: Average time spent from cases ("new") was registered until they got "started" status. Items that are not started are not included in the calculation. Time outside working hours (8-16) and weekends are counted as 0.
- Received to Started: Average time spent from cases was received until they got started. Calculated based on the cases that were not registered manually. Time outside working hours (8-16) and weekends are counted as 0.
...