Team Admins can generate reports to track Case activity, response times, and resolution trends within their Team. These reports help monitor team efficiency and Case handling performance.
Accessing Team Reports
1. Go to the Team.
2. Go to the Options > Team Seettings
3. Select the Reports tab.
4. Select a date range for the report (optional). If not date range is selected, all
💡Ensure you have Admin permissions to access reports. If you're not an admin, you won't see the Team Settings menu.
Understanding the Team Report Data
The report provides insights into Case activity and response metrics, including:
| Column Name | Description |
|---|---|
| Case Number | Unique identifier for each Case |
| Case State | OPEN, PENDING_CLOSED, or CLOSED |
| Case Subject | Brief description of the Case |
| Case Priority | NORMAL, HIGH, or URGENT |
| Creator | User who created the Case |
| Claimer | User who claimed the Case |
| Date Created | When the Case was initiated |
| Date Claimed | When a Team member claimed |
| Date Closed | When the Case was marked as closed |
| Time to Claim | How long it took for the Case to be claimed |
| Time to Close | Total time taken to close the Case |
| Closing Notes | Summary or additional comments at Case closure |
| Case Labels | Tags assigned to the Case for filtering |
| Identifiers | Relevant guest user (e.g. patient, referrer) identifiers (if applicable) |
How to Use This Report
✅ Monitor Team Workload – Track the number of Cases created and resolved.
✅ Improve Response Times – Identify delays in claiming and resolving Cases.
✅ Identify Trends – which Case categories are used the most.
✅ Spot Bottlenecks – Find out where Cases are getting delayed - whether in being claimed, actioned, or closed.