Case Reports - My Teams

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.