The Support cases tab appears in Analytics only where the support-case module is switched on for your account. This screen is about cases, not conversations. If you do not use support cases, it will be empty, and that is correct.
The tiles
| Tile | What it counts |
|---|---|
| Cases opened | cases opened in this period, however they started |
| Cases resolved | cases whose resolution was recorded in this period |
| Cases reopened | reopenings recorded in this period |
| First-response targets missed | first-response targets recorded as missed |
| Resolution targets missed | resolution targets recorded as missed |
| Average time to resolve | opening to resolution, over the cases resolved in this period |
| Open right now | cases in one of the four active statuses at this moment |
| Overdue right now | active cases whose resolution time has already passed |
| Unassigned right now | active cases with nobody assigned |
Three things these numbers do that most do not
Resolved counts every resolution, not every case. A case resolved, reopened and resolved again counts twice. That is work done twice, and it should show.
Reopened is read from the case history, not inferred from the current status. A case reopened and resolved again still counts as a reopening, which is exactly the case a status-based count would lose — and it is the one you most want to see.
Average time to resolve is absent when nothing was resolved. Absent, not zero. A zero would read as "instant" when it means "no data".
The SLA caveat
Only cases with an SLA policy attached can appear in the two "targets missed" figures. The screen says so itself when any open case has no policy. A desk where half the cases are unmeasured will show a low breach count that means nothing.
If you want the breach numbers to be meaningful, attach a policy when the case is opened — see SLA policies.
The right-now row
Open right now, Overdue right now and Unassigned right now ignore the date range. They are readings taken as you loaded the page, and they are the three to act on today:
- Overdue right now — already late.
- Unassigned right now — nobody has picked it up.
- Open right now against Cases opened over a month — whether the pile is growing.