V4.0
Following are the reports and dashboards available out-of-the-box in the Cora Case Manager.
Reports and Dashboards available to a HotOperation Manager
| Name | Description | Type |
|---|---|---|
| Current Pending Work by Hours to Target Date
(Has a drill report) |
Calculation: Subtracts the target date of all cases that are not in “Closing” status from the current date and their target date is not going to be extended, and then distributes the result by an Overdue range (time to closure date).
Value:
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Bar chart
|
| Current Open Cases By Status
(Has a drill report) |
Distribution of current open cases by their status. | Pie chart by status |
| Current Team Open Cases Workload | Distribution of cases, currently allocated to each team, which are not in closing status, and their target date is not going to be extended. | Bar chart
Shows the distribution of cases by Team. The chart also displays a bar for unassigned cases. |
Dashboards available to a Team Leader
| Name | Description | Type |
|---|---|---|
| Number Of Cases Opened in the Last 7 Days. | All cases that opened in the last 7 days. | Number |
| Number Of Cases Processed in the Last 7 Days | All cases that opened in the last 7 days and their process started i.e the cases are not in “Indexing required”, “Pre Case Creation”, “Pre Ready for processing” state. | Number |
| Current Open QC Tasks
(Has a drill report) |
Number of all open QC tasks. | Number |
| Current Pending Work by Hours to Target Date
(Has a drill report) |
Calculation: Subtracts the target date of all cases that are not in “Closing” status from the current date and their target date is not going to be extended, and then distributes the result by an Overdue range (time to closure date).
Value:
|
Bar chart
|
| Aging of Over Due Cases
(Has a drill report) |
Calculation: Subtracts the Open Date of all cases that are not in “Closing” status from the current date and their target date is not going to be extended, and their target date is passed then distributes the result by an aging range (Now – Open Date).
Value:
|
Bar Chart |
| Current Open Cases By Status
(Has a drill report) |
Distribution of current open cases by their status | Pie chart by status. |
| Last Month Vs Current Month
(Has a drill report) |
Number of open Vs number of closed cases (last month vs this month).
Should include sub-group. |
Multi bar
2 columns – last month, and this month. |
| Current Team Members Workload | Distribution of open cases currently assigned to each Team Member, which are not in closing status and their target date is not going to be extended. | Bar chart
Shows the distribution of cases by Team Member. The chart also displays a bar for unassigned cases. |
In Cora Case Manager V4.0 and later, the All Cases Full Report holds the data of all the cases.
Following are the default columns in the report:
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Apart from the report there are seven views that are available out-of-the-box:
| Report Name | Filters and Sorting | Description | Columns |
|---|---|---|---|
| Cases Closed Today | Status contains ‘clo’
OR Status equals to ‘rejected’ AND Closed Date is today Sorted by ID |
Show all the cases that have been closed in the current date (statuses – Rejected, Closed, Pending Closure and Closed as Spam). | ID, Subject, Status, Creation Date, Target Date, Priority, Closed Date, Met SLA?, Closed By, Closing Duration (In Hours), Reason Team |
| Closed as Spam Cases | Status equals to ‘Closed as Spam’
Sorted by ID |
Show all the cases that have been Closed as Spam. | ID, Subject, Status, Requestor, Creation Date, Target Date, Priority, Age (In Hours), Closed Date, Met SLA?, Team |
| Closed Cases | Status equals to ‘Pending Closure’
OR Status equals to ‘Closed’ Sorted by ID |
Show all the cases that are currently in ‘Pending Closure’ or ‘Closed’ status. | ID, Subject, Status, Requestor, Creation Date, Target Date, Priority, Closed Date, Closed By Closing Duration (In Hours), Met SLA?, Reason, Assignee, Team |
| On Hold Cases | Status contains ‘On hold’
Sorted by ID |
Show all the cases that are on hold. | ID, Subject, Status, Target Date, In Target Date Extension?, Reason On hold Date, Time In On Hold (In Hours), Operator Changed, To On Hold, Assignee |
| Open Cases | Status doesn't contain ‘rejected’
AND Status does not contain ‘clos Sorted by ID |
Show all the cases that are currently in open status. | ID, Subject, Status, Requestor, Creation Date, Target Date, Category, Type, Sub Type, Age (In Hours), Over Due?, In Target Date Extension?, Assignee |
| Re-Open Cases | ReOpen Date is not blank.
Sorted by ID |
Show all the cases that were re-opened after the status was “Pending Closure”. | ID, Subject, Status, Requestor, Creation Date, Target Date, Age (In Hours), Over Due?, In Target Date Extension?, Assignee, Team, ReOpen Date |
| Rejected Cases | Status equals to ‘Rejected’
Sorted by ID |
Show all the rejected cases. | ID, Subject, Status, Requestor, Creation Date, Rejection Date, Met SLA?, Reason, Assignee, Team |
You can customize the All Cases Full Report, and also add more views to it.
For details, see this article.
