Use a summary report to measure workload by grouping cases and calculating totals, rather than listing each case individually.
This example shows how to create a report that helps you understand how work is distributed across your HR service.
Business questions
Use this report to answer questions such as:
- Which teams are handling the most cases?
- Are workloads evenly distributed across agents?
- Where is demand increasing?
- Should work be reassigned or additional resources allocated?
Recommended configuration
Configure the report using the following settings.
| Setting | Value |
| Subject area | Cases |
| Report type | Summary |
| Group by | Assignee or Team |
| Calculation | Count of Case number |
| Optional filters | Status, Priority, Created date, Region |
This configuration groups cases by assignee or team and counts the number of cases in each group, providing a clear view of workload distribution.
Why use a summary report?
Summary reports aggregate data to answer questions about totals, averages, counts, and grouped information.
This report is useful when you want to:
- Count cases assigned to each team or agent.
- Compare workloads across teams, departments, or regions.
- Monitor workload trends over time.
- Support staffing and resource planning.
If you need to investigate the individual cases contributing to a team's workload, create a Detailed report using the same filters.
Interpreting the results
Review this report regularly to:
- Identify agents or teams with the highest workloads.
- Detect workload imbalances before they become bottlenecks.
- Monitor changes in demand over time.
- Support resource planning with consistent operational data.
Workload measures the amount of work assigned. It doesn't measure productivity, case complexity, or service quality. Use workload data alongside other operational metrics, such as resolution time, SLA performance, and employee satisfaction, to build a complete picture of service performance.
Choosing the right report type
Use this guide when deciding which report to create.
| If you want to... | Use |
| Count, total, average, or group data | Summary report |
| Review individual records | Detailed report |
Related tasks
Use these articles to build and manage this report: