Case Tracking Report

Modified on: Thu, 3 Sep, 2020 at 1:40 PM


The Case Tracking Report can be accessed in the menu under Fire Fighting ➝ Case Tracking.


The Case Tracking report gives you an overview of cases, how fast are your cases being closed, an overview by time, which agent is working on which customer case and also the list of cases that are unassigned, and yet to be picked up. You can also drill down on the green numbers to get a clear view of the case.


This report also allows you to view the list of agents in the system with the number of cases assigned to each agent and workflow status of those cases. Drill down on the green numbers to get a list of their workflow cases accordingly to their statuses. You can also click on green numbers of “Unassigned Cases” to get a list of cases yet to be assigned to an agent. You can then easily assign the case to an agent to work on. We also have a total of each assignee that can also be drilled down.



Case Tracking


This widget shows you the amount of Open Cases.

Where to find the widget?
Data source: Close the Loop
Visual: Close the Loop Score


What settings got configured?
General Settings

Widget name: Current Status
Widget width: 3 blocks

Widget height: 3 blocks


This widget shows amount of cases that are In Progress or Closed vs the total amount of cases.

Where to find the widget?
Data source: Close the Loop
Visual: Close the Loop Rate

What settings got configured?
General Settings
Widget name: Cases Followed-up %

Widget width: 3 blocks

Widget height: 3 blocks


For more information on this widget, click here!
This widget shows amount of Closed cases vs the total amount of cases.

Where to find the widget?
Data source: Close the Loop
Visual: Close the Loop Rate

What settings got configured?
General Settings
Widget name: Cases Closed %

Widget width: 3 blocks

Widget height: 3 blocks


For more information on this widget, click here!
This widget shows you how long it takes on average to act on a case, by loyalty type

Where to find the widget?
Data source: Close the Loop
Visual: Close the Loop Speed

What settings got configured?
General Settings
Widget name: Average Time by Loyalty

Widget width: 3 blocks

Widget height: 3 blocks


Group by Settings
Group by: Segment

Segment to group by: Loyalty


For more information on this widget, click here!
This widget shows you the number of cases for each Close the Loop status over several months.

Where to find the widget?
Data source: Close the Loop
Visual: Close the Loop Trend


What settings got configured?
General Settings

Widget name: Cases Over Time
Widget width: 6 blocks

Widget height: 3 blocks


For more information on this widget, click here!


This widget is ideal to track how quickly your teams are closing the cases with customers.

Where to find the widget?
Data source: Close the Loop
Visual: KPI Summary

What settings got configured?
General Settings
Widget name: KPI Summary

Widget width: 3 blocks

Widget height: 3 blocks


For more information on this widget, click here!
This widget is ideal to track the average time to act or close a case overtime.

Where to find the widget?
Data source: Close the Loop
Visual: Close the Loop Speed

What settings got configured?
General settings
Widget name: Average Time Trend
Widget width: 3 blocks
Widget height: 3 blocks

Group by Settings
Group by: Date

Date Period: Month


For more information on this widget, click here!
This widget is ideal to identify reasons for bad data and sending failures.

Where to find the widget?
Data source: Close the Loop
Visual: Assigned Cases


What settings got configured?
General Settings

Widget name: Assigned Cases
Widget width: 12 blocks

Widget height: 6 blocks


For more information on this widget, click here!



When you drill down you will see the list of cases. If you want to deep dive you can go to the Customer Detail Page and when you scroll down you will see the Close the Loop feature. Here you can update the status, assign to another user, see how long the case it's open and leave a comment.





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