Cases in Activity

What is a Case?

Cases reporting is designed to communicate customer service engagements from start to finish. It then reports on these conversations in ways that will help you understand what it takes for your agents to fulfill a customer’s requirements from the beginning, through to the end of a conversation. Cases also allows you to see entire conversations in the appropriate context, being the perfect place to examine the work of teams/agents.

How are Cases recorded?

A Case is first considered open when an agent has responded to a customer, and is closed when an object is set to the ‘Closed’ State. If the customer later replies, the Case is re-opened, and the interaction duration continues being recorded. This provides a more accurate representation of agent performance and workload, compared to volume of total objects through the Inbox.

  1. Conversations involving your agents over time.
  2. Explore complete engagements with single customers.
  3. Learn more about the topics of conversations at a glance.

1. Conversations involving your Agents over time.

The ‘Case Volume’ chart details the number of Cases that are active in a single point in time. If on a Tuesday, 8 Cases are opened and being worked on, Tuesday will score 8. But if those 8 cases are then closed, Wednesday will start from 0.

2. Explore complete engagements with single customers.

This table contains response times, lists of all agents involved, number of agent interactions before closure, and whether or not an NPS survey was sent during each interaction. Each object inside the chart can be opened, allowing you to explore the full customer service engagement, with a rich contextual view, and the ability to respond to the customer, if required.

Exporting this table provides a summary of all content agents engaged with, over the complete time of integration with Lexer. This table, when exported, can provide analysts with enough data to paint more complete pictures about their agent’s interactions. Some interesting plots are: Time for resolution of topic, how often your agents send surveys, and whether or not those same agents only send NPS surveys around particular topics.

3. Learn more about the topics of conversations instantly.

Classifications are tags that are added to conversations by your team. Commonly used to classify sentiment, topic, and resolution status - Cases combines all that are used during a conversation, and presents them to you for each Case.

What other reporting methods are there in Activity?

Similar to Cases, is the SLA report. Check out this article to go into detail on how this method of reporting can work for you.

How the SLA report differs from the SLA Cases, is that it doesn’t combine all interactions with the same customer, and consider them all to be a single engagement - instead it looks at interactions on individual objects.

Further reading