Creating a Performance Report for a Case

Use this procedure to filter performance data by user and create reports.

1.

At the Service Center window, at the toolbar, click Analyze.

The Case Management Analysisdialog box opens.

2.

At theFor User(s) drop-down box, select which user(s) to include in the report by selecting check boxes in the drop-down menu

3.

Choose a date range for the report in the View From and to fields.

4.

Sort the resulting data by any of the six columns:

○ User

○ # Assigned. The number of active cases currently assigned to this user.

○ # Escalated. The number of active cases escalated to this user.

○ # Abandoned.The number of cases changed to Abandoned status by this user.

○ # Resolved. The number of cases changed to Resolved status by this user.

○ % On Time. The percentage of cases resolved before deadline by this user.

5.

Click Refresh to refresh results after entering new criteria.

6.

Click Export to to export your report to either a Microsoft Word or Microsoft Excel document.

7.

Click Print to print a hard-copy of your report to a local or network printer.

8.

Click Close to close the Case Management Analysis dialog window.

TIP: To customize how the data appears in the Case Manager see the GoldMine Administrators Guide.