Cases in Activity

What is a Case?

Cases reporting is designed to communicate customer service engagements from start to finish. It reports on these conversations in ways that will help you understand what it takes for your agents to fulfil a customer’s requirements from the beginning, allowing you to see entire conversations in the appropriate context, and examine your team’s work.

How are Cases recorded?

Case open

A Case is first considered open when an agent has responded to a customer, and is then recorded from the time the customer’s message was sent. If an object is set to the ‘Closed’ State, and 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.

Case closed

Cases automatically close themselves under two conditions:

  • After 24 hours of inactivity from either the customer or the agent. 24 hours is the default setting - reach out to Lexer Support if you wish to change this.
  • All messages from the customer are in a “Closed” State.

If the customer message is still assigned/in progress/responded, the feature assumes the agent is still working on it. An example of when this should happen is when agents send a holding message - “Thanks John, we’re going to look into this for you and come back with further information.” The agent is still actively working the Case and researching the resolution, therefore the Case should not be closed.

  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 agents’ 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.

The metrics

Summary metrics What it shows
Cases closed Total number of Cases closed within the selected timeframe.
First reply time Aggregate of all closed Cases being measured within the given timeframe. This shows the length of time between when the customer published their message, to the first reply they received from an agent.
Resolution time The time between the first customer message and the last agent response in the Case.
Agent interactions Aggregate of all closed Cases being measured within the given timeframe. Number of responses required to solve the Case.
Agents involved Aggregate of all closed Cases being measured within the given timeframe. How many agents were involved (sent a reply) in a Case.
Cases table metrics What it shows
Account Which of your company’s social pages/email accounts this conversation took place on.
Network Which channel this came through, i.e. Facebook, Twitter, email.
Date opened The time and date the customer sent their first message in this conversation.
Date closed The time and date the conversation was set to a “Closed” State, or after 24 hours (or your chosen configured timeframe
Last agent The last agent to respond in this convrsation.
First reply time The length of time between when the customer published their message, to the first reply they received from an agent.
Resolution time Time between the first customer message, and the last agent response.The resolution time does not include the 24 hour inactivity period before the case is closed.
Agents involved How many agents were involved (sent a reply) in a Case.
Agent interactions The number of responses required to solve a Case.
NPS Sent Shows if an NPS survey was sent to the customer during this conversation.
State What workflow State the Case is currently sitting in.

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