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:


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

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

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article