How are Case Counts Calculated in Operational Metrics?

Modified on Mon, 06 Mar 2023 at 01:35 PM

Operations Metrics case count for each of the three pillars are calculated by:



SLA

Case count in SLA section is calculated based on the total number of cases created within the selected period
Efficiency

Case count in Efficiency section is based on the number of open / backlog cases present in the selected period
Customer Experience

Case count in Customer Experience is the number of cases that are closed in the selected period




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