Cases Handled Through

Specifies the Queue to which the case belongs. Typically, these cases are handled by Customer Service Representatives Working on Cases.

The entries in the Inbound Calls row summarize the activity details for cases that were handled by Customer Service Representatives Handling Customer Calls.

Period

Indicates the period for which the report was generated. This report can be generated for the following periods:

• By Month
• Last 7 Days
• Yesterday
• By Date Range

  Note: You can see the day-to-day activity details for the period you specified by clicking the button.

Cases Opened

Indicates the total number of new cases that were opened in the specified Period.

Cases Closed

Indicates the total number of existing cases that were closed in the specified Period.

Case Activity Count

Indicates the total number of activities that were performed on the cases in the specified Period.