Case Reports - My Teams

The following section reports on a particular team that has been set up within the system.

Contents

1 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

1.1 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.

1.2 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.

1.3 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

1.4 My Team - Open Cases

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

1.5 My Team - Exception Cases

  • Select the dates in which to report from.
  • Select the case in which to work on.
  • A report showing:
  1. Case ID
  2. Incomplete cases
  3. Complete cases
  4. Contact Count
  5. Their Start/End Time Interaction
  6. Status of the case
  7. Duration of the case

for a list of users within that team will be displayed on the screen.

1.6 My Team - Case Timing

  • Select the dates in which to report from.
  • Select the case in which to work on.
  • A report showing:
  1. My Teams Case Duration time will be returned to the screen.

1.7 My Team - All ReOpened Cases

  • Select the dates in which to report from.
  • Select the case in which to work on.
  • A report showing:
  1. All the reopened cases will be returned to the screen for that team.