Case analytics gives case agents and case managers a detailed view of an individual case. Use it to understand what happened, how the case progressed, and whether the case is meeting your organization's service-level targets.
Case analytics are available to agents, managers, and administrators. Employees don't see service-level targets, analytics, or performance indicators; they see only the progress and status of their case.
Two ways to measure service
Case management measures service in two complementary ways.
| Measure | What it measures |
| Service Level Agreements (SLAs) | How quickly work is completed, such as response times and resolution times. |
| Experience Level Agreements (XLAs) | The quality of the employee experience, such as meaningful communication and successful outcomes. |
Together, these measurements help answer two important questions:
- Are we responding quickly?
- Are we providing a positive service experience?
Meeting service targets doesn't always mean employees had a good experience. Likewise, excellent service can sometimes require more time. Using SLAs and XLAs together provides a more complete view of case performance.
How analytics are used
Case analytics support different types of work across your organization.
- Case agents use service levels to prioritize work and identify cases that need attention.
- Case Managers review the Analytics panel on a case to see why targets were met, missed, or are at risk.
- Case Administrators define the service-level policies that determine how cases are measured and reported.
What you can see
Depending on your role, you can access analytics throughout the case management experience.
For example, you can:
- View service-level indicators on individual cases.
- Review detailed metrics in the Analytics panel.
- See whether the case is on track, at risk, or has exceeded its service targets.
- Review a completed case to understand how service levels were achieved.
The information available depends on your permissions.
How service levels work
Service levels are measured against policies configured by your organization.
These policies define:
- Which cases are measured
- Which metrics apply
- The target for each metric
- How service levels are calculated
As work progresses, analytics compare actual case activity with these targets to determine whether service levels are on track, at risk, or have been breached.
Best practices
- Use service-level indicators to help prioritize your work.
- Consider both speed and employee experience when evaluating case performance.
- Review analytics on active cases so you can act before you miss a service target.
- Configure service-level policies that reflect your organization's service goals.