This section details a few important case performance reports which can help supervisors to get deeper insight in case management.

Case Distribution Report  

Here Supervisors can view the distribution of incoming cases from any channel at various levels. 

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Cases by Sentiment 

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Case count vs Case status

Case count channel wise vs Teams

Case Summary 

These widgets give an overall performance of all the cases coming to the brand for the selected date range. Supervisors can use this to check whether the team objectives are fulfilled. 

​​Case Processing SLA

This gives the average time taken by an agent to resolve the customer’s queries on a case and mark it as close. Supervisors can plot the Case Processing SLA vs Social Network and the associated accounts. 

Response SLAs Over Time

These widgets provide the Average First User Response SLA and Average Response SLA for all the cases actioned during the selected time range.

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