Support Report: Case Analysis

MYOB Acumatica provides the Cases BI (CR3060BI) generic inquiry form. This report displays case data and metrics that customer service teams can analyze, as described in the following sections.

These metrics are based on the data that has been entered on the Cases (CR306000) form, as well as case-related activities that support representatives have entered on the Activity (CR306010), Event (CR306000), Email Activity (CR306015), and Task (CR306020) forms.

Monitoring the Number of Case Escalations

On the Escalations tab of the Cases BI (CR3060BI) inquiry form, in the Is Escalation column, you can find the number of case escalations that occurred per month of a year. An escalation is an activity of the Escalation type that has been created on the Activity (CR306010) form for a case.

You can use the predefined filter options in the top of the tab to narrow the data that is shown in the table.

With this information, you can monitor your team's problem areas where the most of escalations occur and trends in the volume of escalations.

Evaluating the Efficiency of the Customer Service Team

On the Efficiency Analysis tab of the Cases BI (CR3060BI) inquiry form, a customer service manager can view the amount of work done by a customer service team over a certain period of time. This data is based on the external outgoing activities that been created on the Activity (CR306010), Event (CR306000), Email Activity (CR306015), and Task (CR306020) forms to represent work related to cases.

Tip: You can define which type of activities should be considered as external and outgoing on the Activity Types (CR102000) form.

You can use the predefined filter options in the top of the tab to narrow the data that is shown in the table.

With this information, you can monitor the operational efficiency of your customer service team.

Inspecting the Number of Support Cases

On the Volume Analysis tab of the Cases BI (CR3060BI) inquiry form, you can find the information about the number of cases.

The Class ID column shows the number of cases grouped by case classes and created during a period of time.

You can use the predefined filter options in the top of the tab to narrow the data that is shown in the table.

This information helps you understand the trends in the numbers of incoming cases.

Reviewing the Number of Backlogged Support Cases

On the Backlog Analysis tab of the Cases BI (CR3060BI) inquiry form, you can find information about the customer support cases in a particular time frame.

The Priority column shows the numbers of cases grouped by priority in each month of a year according to the case SLA.

You can use the predefined filter options in the top of the tab to narrow the data that is shown in the table.

This information may help you understand the number of cases in the backlog, the changes in volume trends and areas of cases, the overview of high-priority cases in the backlog, and the volume of cases that have been processed and closed on time, according to the SLA.

Monitoring Contact Resolution

On the Closed On Time tab of the Cases BI (CR3060BI) inquiry form, in the Case On Time column, you can view the number of cases to be resolved in the given period of time, according to the case SLA.

You can use the predefined filter options in the top of the tab to narrow the data that is shown in the table.

With this information, you can monitor the efficiency of your customer service team in reaching the SLA targets on time.