Difference between revisions of "Case Reports - My Teams"

Revision as of 16:59, 29 March 2012

Within Case and Form Management, there is a section called:

• My Team - Reports

Within this section, there are seven sub-sections:

1. My Team - Reminders
2. My Team - Contacts
3. My Team - Statistics
4. My Team - Open Cases
5. My Team - Exception Cases
6. My Team - Case Timing
7. All ReOpened Cases

1 My Team - Reminders

• Select the dates in which to report from.
• Select the case in which to work on.
• A report showing reminders for a list of users within the team will be returned to the screen for that period of time.
• The individual groups will also be listed.

2 My Team Contacts

• Select the dates in which to report from.
• Select the case in which to work on.
• A report displaying data for all users in the team will be returned to the screen.
• The casess associated with each user will be listed below their name.

3 My Team - Statistics

• Select the dates in which to report from.
• Select the case in which to work on.
• A report showing:

1. Outcome breakdown
2. Agent Breakdown

for everyone in the team will be returned to the screen.

• A table will also be displayed, showing:

1. The agent name
2. The amount of Web entries per user
3. The amount of Updated records per user
4. The total for all users

4 My Team - Open Cases

• Choose the case.
• A report showing the open cases, per team will be returned to the screen.

5 My Team - Exception Cases