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Analyze Cases

The Analyze Cases section provides comprehensive insights into case management metrics, enabling users to monitor and track case performance across different roles.

Dashboard

The Analyze Cases dashboard within the Analyze section provides detailed insights into cases and tasks metrics. This enables users, such as app owners, supervisors, and agents to filter, monitor, and track metrics based on their specific roles.

To access the dashboard, navigate to Contact Center AI > Case Management > Analyze > Dashboard.

Dashboard

The dashboard contains the following sections:

  • Calendar

  • Channels

  • Cases

  • Tasks

Calendar

Allows you to select the date range from the calendar for specific conversation interactions and case metrics. The default date range is always the current date selected.

The system offers time-based filtering options for interaction data based on the agent's time zone: Today, Yesterday, Last 7/28/30 Days (excluding today), and Custom Range (up to 31 days from 12:00 AM to 11:59 PM).
Calendar

Channel

The system allows you to filter agent interaction data by selecting both preferred date and time ranges and conversation channel types. You can choose from various channels including Call, SMS, Voice, and Email by using the channel selector in the top-right corner of the dashboard to view interactions across your preferred communication methods.
Channel

Analyze Cases and Tasks

Provides options for supervisors to filter cases and tasks for review, assess, and monitor individual cases and tasks assigned.

Cases

This feature allows agents to manage and track individual cases throughout their lifecycle.

In the case management dashboard, agents can access and check the cases and tasks to improve their performance, productivity, and efficiency, which is assigned by the supervisor.
Cases

The following are the key metrics tracked for cases:

  • Total: Displays the frequency of cases that are reopened by agents, indicating potential issues with initial resolutions and real-time count valuee.

  • Reopened: Displays the frequency of cases that are reopened by agents, indicating potential issues with initial resolutions.

  • Unassigned: Displays the number of default cases that are not assigned to an agent.

  • Closed: Displays the number of cases closed by each agent.

  • Average Resolution Time: Displays the average time taken to resolve cases by an agent, from when they are created.

  • Cases Created by Day: Displays the volume of new cases created by an agent based on the date range selected.

  • Status: Displays the number of cases performed by an agent, such as Open, In progress, On hold, and Resolved.

  • Priority: Displays how agents handle the cases based on the priority level, such as Critical, High, Medium, and Low.

Tasks

This feature helps agents to organize, prioritize, and manage their workload by handling individual case realted tasks. Supervisors can assign tasks to agents, to track progress, and to enhance performance improvement of the agents.
Tasks

The following are the key metrics tracked of Tasks:

  • Total: Displays the total number of tasks assigned.

  • Unassigned: Displays the number of default tasks that are not assigned.

  • Closed: Displays the number of tasks closed.

  • Average Resolution Time: Displays the average time that it takes to resolve tasks, from when they are created and closed.

  • Tasks Created by Day: Displays the volume of new tasks being generated based on the date range selected.

  • Status: Displays the number of tasks performed, such as Open, In progress, On hold, and Resolved.

  • Priority: Displays the priority level of tasks, such as Critical, High, Medium, Low, and No Priority.