The table below lists the available metrics for the Case entity in Nextiva CRM.
NOTES:
- The same metric can be used for multiple groups, depending on which calculations can be applied to the metric (e.g. Total Resolution Time).
- Count: The count of all values of the respective entity that meet any filter criteria over the selected breakdown period (e.g. Total Open cases for the selected period).
- Sum: The sum of all metric values (e.g. Total resolution time of all cases for the selected period).
- Max: The highest value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare) (e.g. Longest Resolution time for user’s cases for the selected period).
- Min: The lowest value of the selected breakdown and/or of the selected dimension values (e.g. Shortest Resolution time for a user’s cases for the selected period).
- Avg: The average metric value of the selected breakdown and/or of the selected dimension value (e.g. Average Resolution time for a user’s cases for the selected period).
|
Metric |
Description |
Groups/ Calculations |
|
Cases |
All cases in all status types at the end of the selected period |
Count |
|
Cases Open |
All cases in status type = Open at the end of the breakdown period |
Count |
|
Cases in Progress |
All cases with status type = In Progress at the end of the breakdown period |
Count |
|
Cases Awaiting Response |
All cases with status type = Awaiting response at the end of the breakdown period |
Count |
|
Cases Resolved |
All cases in status resolved at the end of the breakdown period |
Count |
|
Cases moved to Resolved |
Cases that were moved to status type = Resolved in the selected period |
Count |
|
Cases moved to Closed |
All cases moved to status Closed in time range selected |
Count |
|
Chat cases |
Cases created in the channel = Chat during the selected period. This specifies the channel through which the customer contacted the company. |
Count |
|
Internal cases |
Cases created in the channel = Internal during the selected period. This specifies the channel through which the customer contacted the company. |
Count |
|
Email cases |
Cases created in the channel = Email during the selected period. This specifies the channel through which the customer contacted the company. |
Count |
|
Phone cases |
Cases created in the channel = Phone during the selected period. This specifies the channel through which the customer contacted the company. |
Count |
|
New cases |
Cases created in the selected period. |
Count |
|
Untouched cases |
Cases in status types = Open, In progress, or Awaiting response (i.e. no resolved or closed cases) with no activity in the selected period |
Count |
|
Cases moved to Reopened |
Cases that were moved from status type = Resolved to any other status except for Closed during the selected period |
Count |
|
Resolution time |
Time from case creation to case resolved or closed (if resolved was skipped) |
Sum, Max, Min, Avg |