Case action status analytics
The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.
The dashboard includes the Open Backlog - Blocked widget which breaks down the remaining work to show cases that are with the following users:
- Agent
- Customer
- Other Internal Stakeholder
As blocking tasks for a case get created and resolved, this dashboard widget tracks the
case time spent with each of these users. The breakdown is set for:
- Blocked internally
- Blocked by customer
- Blocked internally and by customer