Following are the main/Out-of-the-box reports available in Cora OpsManager:
Report Name | Parameters for Search | Description | Presented Columns |
Aging of open cases |
| Based on team, start date, and end date, will show all open cases. The status for these cases is not Rejected, Closed, Pending Closure, or Closed as Spam. | Case ID, Case Subject, Request By, Open Date, Age, Requestor Email, Case Status, Target Date, Priority, Case Type, Country |
Awaiting Response Cases |
| Based on team, start date, and end date, will show all open cases that are awaiting any response. | Case ID, Team Name, Creation Date, Current Target Date, Target Date Passed?, Target Date will Extend?, Last Email Sent Date, Last Email Sent By, Mail Recipients, Sending Reason, Time Spent in Awaiting Response (Hours) |
| Case Statuses History |
| Based on the Case ID, will show the case status history. | Status Name, Status Changed Date, Status End Date, Changed By |
Cases Closed Today |
| Based on team, will show all the cases that have been closed in the current date (statuses – Rejected, Closed, Pending Closure and Closed as Spam). | Case ID, Case Subject, Case Status, Open Date, Closed Date, Target Date, Priority, Closed By, Reason Text |
Cases Origin |
| Will show the number of cases opened per channel. | Input Channel, Case Count |
Cases Owner |
| Will show the current owner of the selected case. | Current Owner |
Case Resolved by Operator Against SLA |
| Based on team and operator/all operators, will show for each case if it met the SLA or not. Includes statuses Closed & Pending Closure. | Operator, Team Name, Case ID, Case Subject, Requestor Email, Open Date, Closed Date, Target Date, Priority, Case Type, Country, In SLA |
| Cases Response Time Compliance |
| Will show the cases response time compliance within a date range. | Case ID, Team Name, Case Assignee, Case Status, Last Respond By, Last Met Not Met |
Open Cases by Operator |
| Will show all the cases that are not in statuses – Closed, Rejected, Pending Closure or Closed as Spam per operator. | Case ID, Operator, Case Subject, Case Status, Open Date, Target Date, Priority, Case Type, Country |
| Operator Measurements |
| Will show the cases closed by an operator of a team, within a date range. | Team Member, No. of Cases Closed, Average Closure Rate, %Meeting SLA, %Accuracy |
Rejected Cases with Reasons |
| Based on the selected team and date range, the report will show all the rejected cases. | Case ID, Case Subject, Rejected Date, Reason, Country |
ReOpened Cases Pending Closure |
| Will show all the cases that were re-opened after the status was “pending closure”. | Case ID, Case Subject, Current Case Status, Requestor Name, Creation Date, Closed Date, Re Open Date |
On Hold Cases |
| Based on the selected team and date range, the report will show all the cases that are on hold. | Case ID, Case Subject, Reason, On Hold Date, On Hold Duration (Hours), Change To On Hold By, Current Target Date, Target Date Will Extend |
| Response Time Compliance History by Case ID |
| Based on Case ID, will show the case response time compliance history. | Case ID, Time, User Name, Respond By, Comment, Met |
Search Cases by ID |
| According to the entered Case ID, the report will show the Case details. | Case ID, Case Subject, Requestor Email, Team, Assignee, Case Status, Open Date, Target Date, Priority, Category, Case Type, Case Sub Type, Country |
| Team Measurements |
| Will show the team performance. | Team Name, Total Cases, No. of Cases Closed, Average Closure Rate, %Meeting SLA, %Accuracy |
Cases Per Case SubType |
| Will show number of cases per sub type for all cases that have been opened within the selected date range. | Case Sub-Type, Case Count |
Time From Case Creation To Case Resolution |
| For all cases that have been closed within the selected date range, the report will calculate and present the time taken to close the case. Includes statuses Closed & Pending Closure. | Case ID, Case Subject, Case Status, Open Date, Closed Date, Priority, Time Difference |
Total Cases Received In Date Range |
| Will show all the cases present in the system for the specified team within the selected date range. | Case ID, Case Subject, Requestor Email, Team Name, Category, Case Status, Open Date, Closed Date, Target Date, Input Channel, Priority, Case Type, Case SubType, Reason, Country |
| Touch Time Report |
| Will show the time details for a case. | Case ID, Creation Date, Current Case Status, First Fetch, Time to Fetch, SME Response Time, Count Times Sent To SME, Time With QC, Count Times Sent To QC, Close Date, Status Name, Longest Duration At A Status, Total Time On Case |
