KPI Metrics provides a quick summary of key metrics for most support organizations. Clicking on any of the Overview summaries allows you to:

1. View the list of cases relevant for that particular chart by clicking on a summary chart directly
2. Review additional details, such as "Targets" which provides a preview of the targets set under the Control Center > Settings > SLO Metrics

Overview

At the top left of the screen, you can set the date range you wish to review metrics for. Changes are applied immediately to the Overview charts. Also, both your Global Filters and Quick Filters will impact the data viewed in KPI Metrics.  If you wish to review metrics for your organization, make sure to unselect your filters when reviewing results. 

Link to Settings

The charts and data shown in the Overview section are governed by the settings configured under Content Center > Settings > SLO Metrics.  Each chart in Overview has a gear icon in the upper right-corner that enables users to jump to the settings instantly. 

However, changes to any of these settings should only be done by your system administrator as they will impact metrics for your organization, not just your view.  Use caution before making changes to anything in Settings.

Chart Interactivity

You can take actions on charts directly. The primary options available are:

1. Review additional details, such as the standard SLA time frames or explanation of Sentiment Score
2. Open the Case list from that the percentage point (%) of cases reflected in the chart

Detailed Chart Views

Chart interactivity and drill-down

Charts created by you are persistent in the application and only impact your view. There are three main charts that should appear:  Response Time, Efficiency and Customer Experience. However, your specific instance of SupportLogic may not be configured to display all of them.

Response Time

The Response Time charts are composed of three sections: First Response, Follow-Up and Resolution.  Use these metrics to find answers to questions like:

• Are your First Response are trending up or down by ( region | product version | OS ) or any other case data you have configured in your instance of SupportLogic?
• Is there a trend in Follow-Up time on cases based on ( OS | product line| priority )?
• Are there correlations between your Follow-up Time and your rate of Escalation?
• Is case resolution time vastly different by region? or product line?

You can drill-down further when reviewing reports in the following ways:

• Show cases that are "in the Open State", "Closed", "Created" using Case Fields in a Quick Filter
• Clicking on a bar or doughnut wedge to review the lists of cases
• Clicking on the "Target >"  icon which display targets configured under the Control Center > Settings > SLO Metrics

Efficiency

The Efficiency charts are composed of three sections: Escalations, Backlog and Case Activity.  Use these charts to find answers to questions like:

1. Are the number of escalations increasing quarter over quarter?
2. Is the number of days cases spend in an escalated state increasing or decreasing?
3. Has there been a decrease in the number of days to escalation since last period?
4. How are our agent groups handling their backlog numbers?
5. Has our case conversion count changed this quarter from last quarter?

You can drill-down further when reviewing reports in the following ways:

• Show cases that are "in the Open State", "Closed", "Created" using Case Fields in the Quick Filter
• Clicking on a bar or doughnut wedge to review the lists of cases
• Modify date ranges

Customer Experience

The Customer Experience charts have a wide range of options, depending on what you have configured to track in your instance of SupportLogic. Use these charts to find answers to questions like:

• Do certain product lines require a significantly higher amount of attention by our support team?
• Are we experiencing an increase in negative sentiment in cases month over month, quarter over quarter, etc.?
• What are some trends being expressed by our customers?
• Has the overall Sentiment Score gone up or down this period?
• Has the Attention Score gone up or down this period?

You can drill-down further when reviewing reports in the following ways:

• Show cases that are "in the Open State", "Closed", "Created" using Case Fields in the Quick Filter
• Clicking on a bar or doughnut wedge to review the lists of cases
• Modify date ranges