Use a summary report to monitor case activity by grouping records and calculating totals, rather than reviewing individual cases.
This example shows how to create a monthly report that summarizes HR cases by Status and Priority, providing a consistent view of workload across your service.
Business questions
Use this report to answer questions such as:
- Are high-priority cases increasing?
- Which case statuses contain the most work?
- Is the backlog growing or shrinking?
- How does this month's workload compare with previous months?
Recommended configuration
Configure the report using the following settings.
| Setting | Value |
| Subject area | Cases |
| Report type | Summary |
| Group by | Status, Priority |
| Calculation | Count of Case number |
| Optional filters | Created date, Team, Category |
This configuration groups cases by Status and Priority, then counts the number of matching cases in each group to provide a monthly snapshot of workload.
Why use a summary report?
Summary reports aggregate data to answer questions about totals, counts, averages, and grouped information.
This report is useful when you want to:
- Monitor the volume of new, active, resolved, and closed cases.
- Identify increases in high-priority work.
- Detect growing backlogs before they affect service delivery.
- Compare workload trends between reporting periods.
- Share consistent operational metrics with managers and leadership.
If you need to investigate the individual cases contributing to these totals, create a Detailed report using the same filters.
Interpreting the results
Review this report regularly to identify changes in workload over time.
If you notice significant changes between reporting periods:
- Compare the results with previous report runs.
- Review changes to the report configuration or reporting period.
- Run a Detailed report using the same filters to investigate the individual cases behind the trend.
- Choosing the right report type
Use this guide when deciding which report to create.
| If you want to... | Use |
| Count, group, or summarize case data | Summary report |
| Review individual case records | Detailed report |
Related tasks
Use these articles to build and manage this report: