Review case analytics

Review case analytics to understand how a case is performing against your organization's service-level targets.

Case analytics help you identify cases that need attention, understand why service targets were met or missed, and review the overall handling of a case.

Before you begin

Open the case you want to review.
Ensure you have permission to view analytics for the case.

The metrics available depend on your organization's configuration and your role.

Open the case.
Open the Analytics panel.
Review the service-level indicators for the case.
Select a metric to view additional details, if available.

The Analytics panel updates throughout the lifecycle of the case as work progresses.

Understand the analytics

The Analytics panel shows how the case is performing against the service-level metrics that apply to it.

Depending on your organization's configuration, you can review:

Current service-level status
Metrics that are on track, at risk, or breached
Completed service-level outcomes
Time spent in each case status
Experience metrics measured for the case

Some metrics are measured for reporting only and don't contribute to service-level targets.

Use analytics during case work

Review analytics to help you:

Prioritize cases that are approaching service-level targets.
Understand which activities contribute to service-level performance.
Identify cases that require immediate attention.
Review completed cases to understand how service levels were achieved.

Managers can also use analytics to monitor team performance and identify trends across their queues.

Best practices

Review analytics regularly while working active cases.
Prioritize cases that are approaching or have exceeded service-level targets.
Consider both service speed and employee experience when evaluating case performance.
Use analytics to support continuous improvement rather than focusing on individual metrics in isolation.

Troubleshooting

Problem	Try this
I can't see the Analytics panel.	Confirm that you have permission to view case analytics.
Expected metrics aren't displayed.	Verify that service-level policies apply to the case and that the metrics are enabled.
The analytics don't match my expectations.	Remember that service levels are calculated using your organization's configured policies and update as the case progresses.