In Cora OpsManager, apart from the main OOTB dashboards, a Team Leader has access to some additional dashboards to measure the case performance on the basis of various different factors.
To access measurements dashboards, follow the steps below:
- On Flowtime, go to Ops Manager Analytics.
- Select from the drop-down, the Team Leader Measurements Dashboard.
- Apply the following filters:
- Team: The team for which you want to view the dashboard.
- Date range: The date range (start and end date) the records are to be displayed.
- Type: The specific Case Type for which records are to be displayed.
- Click Apply.
Following is the list of Measurement Dashboards available for Team Leader:
Object name | Object details | Type of object or report |
Number Of Cases | Total number of cases received within the selected date range. | Displays number |
Daily Average Of Closed Cases | Provides the rate of case closure per day for all cases, with “Closing” status (Closed, Pending Closure), that have been closed within the specified time range. Calculation: All cases with any of the “Closing” status, divided by the total number of cases for the selected date range. | Displays number |
Number of Queries (Has a drill report) Drill down columns: Case ID, #of queries, Overall Time In Awaiting Response (Hours), | Total number of cases that have been opened and sent to query within the date range and had "Awaiting response” or "Awaiting Approval" statuses in their life cycle. | Displays number |
Number Of Closed Cases | Pie chart that presents the number of cases in the “Closing” status (Rejected, Closed, Pending Closure, and Closed As Spam) within the selected date range. | Pie chart |
Number of Closed Cases by Team members (Has a drill report) | Distribution of cases with any of the “Closing” statuses (Rejected, Pending Closure, Closed and Closed As Spam) closed within the selected date range divided by Team members. | Bar graph by team |
Overall SLA Compliance Measure | For each case that has been closed or is in pending closure status within the selected date range, compared between Target Date to the last time that case was in “Pending Closure” status. Excluding Rejected and Closed As Spam cases. | Pie chart displaying total count of cases for all team members, divided to “Met SLA” and “Not Met SLA”. |
Meeting SLA’s By Team Member | For each case that has been closed or is in pending closure status within the selected date range, compare between Target Date to the last time that case was in “Pending Closure” status. Excluding Rejected and Closed As Spam cases. | Stack bar graph by team member, each bar divided by “Met SLA” and “Not Met SLA”. |
| Average
Handling Time By Team By Hours | For
each case that have been closed or in pending closure status within the
selected date range, calculate the last date of pending closure status minus
case creation date and divide by total of cases in “Closing” status
within the selected dates. Excluding Rejected and Closed As Spam cases. | Bar
graph divided by team member, and its average case processing time. |
| Cases by Priority (Has a drill report) | Cases that have been opened within the selected date range for the selected team, divided by priority. | Pie chart |
