The Average Case Life Report displays information related to the average time it takes for a case to close in the system, as explained in the following table. These cases are grouped based on the fact whether the cases were closed manually (by a case worker) or automatically, through aging.
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Field |
Description |
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Cases Handled Through |
Specifies the Queue to which the case belongs. Typically, these cases are closed: or
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The entries in the Inbound Calls row summarize the activity details for cases that were handled by Customer Service Representatives Handling Customer Calls. |
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Period |
Indicates the period for which the report was generated. This report can be generated for the following periods:
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Cases Closed |
Indicates the total number of existing cases that were closed in the specified Period. |
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Case Activity Count |
Indicates the total number of activities that were performed on the cases in the specified Period. |
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Average Time Required for Case Closure |
Indicates the average time taken to close the cases in the system. |
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