(Note, this article pertains to Desk.com's old Business Insights which is being phased out on October 15, 2015 and replaced with the New Business Insights)
What does Desk.com's shift from event-based to a status-based reporting platform mean for you?
Business Insights operates on search criteria that looks for event data related to a case. When looking at your reports, you should think of it in the following way:
Case Reports: These show you changes made to a case by the assigned user
Performance Reports: These show you the changes made to a case by the user who made the change
Let's look at an example.
1. Bob is in Group 1, and he resolves Case 24.
2. The Customer then responds to Case 24, and it is re-opened.
3. Bob then reassigns Case 24 to Sally in Group 2
4. Sally resolves the Case.
What will the reports show?
If you look at the Case Detail report after the actions have taken place, it will show 2 resolution events. If you segment by agent/group you will see the events as they were taken by the Assigned User:
Bob: 0 Resolved Cases
Sally: 2 resolved cases
If you look at the Performance Report, it will show 2 resolution events. If you segment by agent/group you will see the events by the person who performed them:
Bob: 1 Resolved Case
Sally: 1 Resolved Case