Cases Solved / h

What does this metric mean?

Cases Solved per Hour metric shows how many client requests an agent solves on average per Salesforce working hour.

Which cases count as a solved cases?

All cases that are marked as solved will be counted, whether they contain a public comment, an internal note or no comment. 

🧮 How do we calculate this metric?

Cases Solved/ h  = Total number of cases solved / Salesforce hours

Cases Solved/ h metric is calculated by dividing the total number of cases solved by the Salesforce hours.

🧐 What information will I see when drilling into the Metric?

Every metric in Agent's Scorecard has a drill-in option to see some more insights on the results.

When drilling into the Cases solved /h metric you will see the following dashboard: 

- Cases solved / h

- Average Solution Time

- Time to Solve

- Amount of individual cases solved

Cases solved / h

Check how many customer requests an agent solves on average per Salesforce working hour and compare the results with the average team results. 

Overview the results for each day of the week and see if the agent has some days with more cases solved per hour than others.

Click on the result of one of the days to get the list of all cases that were solved that day. 

Average Solution Time

This metric tracks an agent’s time efficiency with respect to resolving a ticket on average. This metric is tracked only for closed cases.

Time To Solve

Time to Solve Metrics tracks the time efficiency of an agent with respect to resolving a case. This metric tracks the total duration from the case creation date to each Resolved state of the case. The metrics is counted for each agent that updated the status to Resolved.

Amount of individual tickets solved

This bar chart of agent vs team is created using values of Total Cases Solved metric. The values are distributed based on the selected interval type. (day, week, month).