Case Count Logic for Different Charts and How to Interpret

Overview:

Understanding how case counts are calculated across various charts and sections is essential for accurate analysis and decision-making. 

KPI - Response Time Chart

Case Count Logic:
The Response Time chart tracks cases closed within the selected period and measures the response and resolution time taken.

For example, if the selected period is January 1 to January 31, the chart includes cases that were resolved during this timeframe, regardless of their creation date. This chart helps identify areas where response times can be improved for better service delivery.

KPI - Efficiency Chart

Case Count Logic:
The case counts in the Efficiency chart focus on open or backlog cases within the selected period, such as:

• Cases that were created before January 1, 2024, and
• Cases that remained open or unresolved during the timeframe of January 1 to July 31, 2024.

This metric helps teams assess operational efficiency and prioritize addressing backlog cases effectively.

KPI - Customer Experience Chart

Case Count Logic:
The Customer Experience chart highlights resolved cases within the selected timeframe, irrespective of their creation date. For instance:

• Cases created as early as three years ago but closed within January 1 to July 31, 2024, are included.

This approach enables teams to evaluate resolution trends and customer satisfaction for cases closed during the period.

Trend Analytics and Text Analytics

Case Count Logic:
Both Trend Analytics and Text Analytics concentrate on cases that:

• Were created and resolved within the selected timeframe, such as January 1 to July 31, 2024.

This ensures consistency and provides a focused view of cases fully handled during the period. The total case counts in both tools are identical, offering a reliable dataset for analysis.

Summary of Case Count Logic

Note: Always align the selected period with your analytical goals for actionable outcomes.