Feature Request - Reporting on Age vs. Life of Cases
Afternoon!
Our PO goes through for Support Centre Plus next week, and theres only ONE relatively major thing that is bugging us -- no canned/premade Age vs. Life of Requests reports. This seems like a large omission on the report section, to me...
What we'd love to see is a canned report, or one that we can build off of in order to show the Average AGE (how long cases have been in an 'Open' status for), and the Average LIFE (the average amount of time that cases, overall, have been open).
I'd rather not dig into the SQL myself, as I believe the community would love to have these pre-built.
Additionally, being able to track the Avg. Response time for cases would be great, too. Further options would be good if we could further refine the search vs. Priority, Severity (level) etc.
ie. Are cases logged @ Level 1 (high priority) being resolved in an appropriate amount of time.
I'd like to see some comments, and whether or not others have developed custom reports to achieve this.
I do realize that there is a time-tracking ability within SC+, but the *hard* number of Request-Created --> Request-Closed are undeniable, regardless of the amount of time a Support-Rep has spent working on the case. Its a valuable way to track performance of the department as whole.
Cheers,
Matte
Our PO goes through for Support Centre Plus next week, and theres only ONE relatively major thing that is bugging us -- no canned/premade Age vs. Life of Requests reports. This seems like a large omission on the report section, to me...
What we'd love to see is a canned report, or one that we can build off of in order to show the Average AGE (how long cases have been in an 'Open' status for), and the Average LIFE (the average amount of time that cases, overall, have been open).
I'd rather not dig into the SQL myself, as I believe the community would love to have these pre-built.
Additionally, being able to track the Avg. Response time for cases would be great, too. Further options would be good if we could further refine the search vs. Priority, Severity (level) etc.
ie. Are cases logged @ Level 1 (high priority) being resolved in an appropriate amount of time.
I'd like to see some comments, and whether or not others have developed custom reports to achieve this.
I do realize that there is a time-tracking ability within SC+, but the *hard* number of Request-Created --> Request-Closed are undeniable, regardless of the amount of time a Support-Rep has spent working on the case. Its a valuable way to track performance of the department as whole.
Cheers,
Matte