Overview: This article explains the key differences between the “Backlog by Product” chart available in Operational Metrics and the case analysis view in Text Analytics. Understanding how each feature handles data enables a more accurate and tailored analysis of unresolved cases and case creation over specific timeframes. 1. Backlog by Product in Operational Metrics The “Backlog by Product” chart within the Operational Metrics module provides a comprehensive view of unresolved cases (open cases) by product, focusing on cumulative backlog rather than just recent case creation. Key points include: • Historical Data Coverage: The chart displays all unresolved cases from previous periods, regardless of when they were created. • Unfiltered Timeframe: Even if you choose a shorter period (e.g., one month or two days), the chart will still show the entire backlog, not just cases created in the selected timeframe. This helps maintain visibility into long-standing unresolved cases by product. This makes the Backlog by Product chart ideal for teams wanting to monitor ongoing issues across products and assess workload and resolution trends. 2. Case Analysis in Text Analytics If you would like to view a precise list of cases created within a specific time range, we recommend using the Text Analytics feature. By selecting a defined timeframe (e.g., one month), this feature will show a detailed list of cases created within that period. You can further filter by case status (open, closed, or all) to gain deeper insights. This way, the Backlog view will focus on historical cases that are still open, while Text Analytics can provide a more targeted view of case creation for a specific period.
|
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article