View source for Case Analytics

''Case Analytics'' is a special feature of the [[ServiceDesk application]]. It consists of the Case Analytics ''dashboard'', and the Case Analytics ''object''. This article explains what you can do with them, and how they work.
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===Case Analytics Dashboard===
The image below shows the initial dashboard displayed in the [[ServiceDesk]] application. In the table, aggregate number of cases is shown for each agent, each day, for each of the priority levels.

To modify the display:
# Click '''[Add a Filter]'''
# Choose the agent, priority, and date range to display.<br>The graph changes to show the selected data.

:[[File:HomePage.png]]

===Case Analytics Object===
:§  Aggregate values for each agent, each day, for all cases at a given priority.
::(correspond to the dashboard filters)
:§  Customers are identified as agent="Portal User".  (Right now, the value is "portal".)
::Use that value to filter out customer data from a report
:§  Satisfaction Rating = aggregate
:§  Filter by agent &/or date range &/or priority in a report
::--stores data for each agent, for a given date
::--times stored in minutes (the business calendar is not taken into account)
:::   --show code to convert to hours and days
::--only types=problem or incident are recorded
::--customer_satisfaction_case_record_count is the number of cases that have a customer_satisfaction rating. Use it to calculate average for the day.
::--Time to Resolve is total time for all cases resolved
:::   Divide by Resolved Cases to get an average
::--Agent Interactions (msgs from an agent) & Customer Interactions (msgs from a customer)
::--when the "agent" is "portal user", agent interactions is always zero,
:::   and customer_interactions is the total number of messages sent by customers
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[[Category:Analytics]]
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