Case clearance rate

This report shows the clearance rate, broken down by Case type, for a selected date range:

Case Clearance Rate sample report with annotations

  1. The Case type.

  2. The count of Cases received in the date range.

  3. The count of active Cases in the date range.

  4. The count of cleared Cases in the date range.

  5. The clearance rate, calculated as the number of cases cleared divided by the number of cases received.

  6. Expandable detail sections for the active and cleared Cases.

Fields

Use the Start date and End date fields to show Cases with a received date between those dates, inclusive.

Start Date

Defaults to the first day of the previous month.

End Date

Defaults to the last day of the previous month.

Active

A Case is active if the current Case status has a Category of Active.

To set the Category of a Case status:

  1. Navigate to Left navigation  System Administration  Case Configuration  Case Status.

    Left navigation showing the Case Status option under the Case Configuration

  2. In the Category dropdown, select a desired Category.

  3. Click Save.

Case Status Configuration screen with the Open status emphasized

Click the plus control button next to a Case type to show which Cases are included in the count. Expand this section to show the following details:

Expanded Active section of the Case Clearance Rate report

  1. The Case number.

  2. The Case name.

  3. The Case received date.

  4. The Case status.

  5. The date of the current Case status.

The Case #, Case, Received, Status, and Status Date values show in the header of the Case Folder View.

Header section of the Case Folder View

Cleared

A Case is cleared if the current Case status has a Category other than Active.

Click the plus control button next to a Case type to show which Cases are included in the count. Expand this section to show the following details:

Expanded Cleared section of the Case Clearance Rate report

  1. The Case number.

  2. The Case name.

  3. The Case received date.

  4. The Case status.

  5. The date of the current Case status.

  6. A list of Charge dispositions for the Case.

The Case #, Case, Received, Status, and Status Date values show in the header of the Case Folder View.

Header section of the Case Folder View

The Disposition column shows a list of Charge dispositions followed by the count of Charges for each disposition. Charge dispositions are show in the Charges tab of the Case Folder View.

Charges tab of the Case Folder View