How do I generate a report for Cases Tracking by Assignee with receiver email id?

Updated on October 15, 2020 06:46AM by Admin

Cases app has many default standard reports. You can view the cases that are based on the Cases Tracking by Assignee with the receiver metrics using the “Cases Tracking by Assignee”. The following are the steps to generate the report.

Steps to Generate Cases Tracking by Assignee

  • Log in and access Cases App from your universal navigation menu bar.
  • Click on the “Reports” icon located at the app header bar.

  • Click on “Cases Tracking by Assignee” from the “Case Metrics For Receiver” drop-down in the left navigation panel.

  • Provide the following information:
    • Sender Domain - The Domain of the sender email.
    • Receiving Email Id - The email id of the receiver.
    • Employee /Team - Name of the employee or the Team.
    • Start Date - Start Date.
    • End Date - End Date.
  • Click on the “View Report” button to view the report on the dashboard.
View Report

  • By clicking on the View Report, you can view the report summary.
  • In that, you can view the following summary.
    • Receiving Email Id
    • Default Assigned To
    • New Cases
    • Cases Transfer In
    • Cases Transfer Out
    • Cases Put Back
    • # of Reopened Cases
    • Total Number of Cases resolved within SLA
    • Total Number of Cases resolved outside SLA
    • # of Cases auto closed
  • You can also view the Total summary of the Report.

  • Click on the "Export" button to export them in a spreadsheet format.