Case lifecycle metrics

Use this article to understand the metrics you see when your channels use the case lifecycle model. The standard metrics, such as handle time and cases solved, are counted by case, and a set of unit of work metrics shows the work inside each case, such as transfers and reassignments.

This article applies only to channels that use the case lifecycle model, which is available for Salesforce Service Cloud and Amazon Connect. For how units of work are created, see Case lifecycle model (Salesforce Service Cloud) and Case lifecycle model (Amazon Connect).

You see these metrics in Report > Team performance, in Report > Support volume, on the Staffing timeline, and in Monitor > Real-time overview. See Team performance, Forecasted vs actual, and Real-time overview.

How case lifecycle metrics work

• Case metrics count each case once, in the channel and queue of its last unit of work. First response metrics use the case’s first unit of work instead.
• Unit of work metrics count each unit of work in its own channel and queue.
• A unit of work is handled when it ends as solved, transferred, reassigned, or paused.
• Volume is counted by when the case or unit of work started.
• If your company counts every solve, rather than only a case’s last solve, metrics named Unique are named Total instead, such as Total cases solved.

Case metrics

Keep in mind: Case handle time measures how long the case was open between its first response and its end. It doesn’t track how much time a team member actively spent on it. In Salesforce terms, it’s closer to handle time than to active time. If a case moves to another queue after its last unit of work, its case volume stays with the last unit of work’s queue, so you plan and report on the queue where the work happened.

Unit of work metrics

For example: a case is transferred from Queue A to Queue B and solved there. It has two units of work: one in Queue A that ended as transferred, and one in Queue B that ended as solved. Queue A has one unit of work handled and one case transferred away, Queue B has one unit of work handled and one unique case solved, and the case counts once in Queue B’s case volume.

How service level is measured for units of work

A unit of work meets your service level when its first response comes within the Target response time in your staffing parameters for its channel and queue. How the start and the first response are worked out depends on the integration:

Keep in mind: For manually routed Salesforce cases, if a team member already owns the case when a unit of work starts, the first response is the same as the start, so the unit of work meets your service level. This happens when a case is reassigned from one team member to another, or reopened while it’s still assigned.

Real-time overview metrics

On Monitor > Real-time overview, channels that use the case lifecycle model show a different set of metrics. Some replace the standard ones, such as Unit of work volume in place of Calls received or Cases opened, and Average handle time per unit of work in place of Average handle time. The table below lists the metrics that are added, and Average first response time and Service level, which keep their names but measure units of work.

For Salesforce, waiting cases come from PendingServiceRouting records. Wait time is the time since each record was created.