Reporting on your Cases with Case Exports

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In addition to Business Insights, you can export cases to a CSV file to create your own tables of data and charts. This article defines the case details exported and provides examples for reporting on Desk.com case metrics via a case export.

Note: This is an article that references the Classic Agent console. If you need instructions on exporting your case metrics, review our article on Exporting Cases.


What Case Details Are Exported?

  • Case # - the automatic case number assigned in Desk.com
  • Direct Case link - a link to the case in Desk.com
  • Case Subject - the case's subject
  • Case Description - the description on the case
  • Company - the company to which the case is associated
  • First Name - the first name of the customer to which the case is associated
  • Last Name - the last name of the customer to which the case is associated
  • Email Address - the email address of the customer to which the case is associated
  • City - the city associated to the contact's record
  • Region - the region associated to the contact's record
  • Location - the location associated to the contact's record
  • Twitter ID - the Twitter ID associated to the contact's record
  • Facebook URL - the Facebook URL associated to the contact's record
  • Priority - the case's priority at the time of the export
  • Channel - the channel through which the case is associated
  • Case Status - the case's status at the time of the export
  • Assigned Agent - the case's assigned agent at the time of the export
  • Assigned Group - the case's assigned group at the time of the export
  • Macros Applied - the macros applied to the case at the time of the export
  • First Macro - the first macro applied to the case
  • Last Macro - the last or most recent macro applied to the case at the time of the export
  • Created At - the case timestamp for when it was created in Desk.com
  • Modified At - the case timestamp for when the case was modified or updated in Desk.com
  • First Opened At - the case timestamp for when the case was first opened in Desk.com
  • Time of First Response - the case timestamp for when the first response was drafted in Desk.com
  • First Resolved At - the case timestamp for when the case was first set to a resolved status in Desk.com
  • Resolved At - the case timestamp for when the case was most recently set to a resolved status in Desk.com
  • Handle Time - the amount of time the agent spends working on a case in the agent edit mode in Desk.com
  • Inbound Messages - the count of inbound messages for the case
  • Outbound Messages - the count of outbound messages for the case
  • Last In - the timestamp of the last inbound message for the case
  • Last Out - the timestamp of the last outbound message for the case
  • Last Message Direction - identifies if the last message was an inbound or outbound message
  • Labels - the labels appended to the case
  • Browser - identifies the browser through which the customer submitted a case via your online web form
  • OS - identifies the operating system from which the customer submitted a case via your online web form
  • IP - identifies the IP address from which the customer submitted a case via your online web form
  • Language - identifies if a language has been associated to a case
  • Body - the case's first interaction body
  • CSAT Rating - the customer satisfaction rating for cases that received a score (if CSAT is enabled in your Desk.com instance)
  • CSAT Comment - the customer satisfaction comment left for the case (if CSAT is enabled in your Desk.com instance)
  • CSAT Rating Scale - the customer satisfaction scale available from your configuration in the admin panel (e.g. 2 or 4 smileys)
  • Company Custom Fields - the inclusion and data values of any specific company custom fields you have enabled in your Desk.com instance. Each field populates as its own column
  • Customer Custom Fields - the inclusion and data values of any specific customer custom fields you have enabled in your Desk.com instance. Each field populates as its own column
  • Case Custom Fields - the inclusion and data values of any specific case custom fields you have enabled in your Desk.com instance. Each field populates as its own column


Examples for Exported Cases:
Generate a CSV with the appropriate data in order to formulate tables for the sum, count, and averages on fields like who the customer is, the channel of the case, the case status, who the case was assigned to, which macros or labels have been applied, when the case was created, modified, and resolved, custom fields appended, and any CSAT ratings.

Overview Example - Summarize Volume of Cases created this month.

  1. In the Classic Agent, click Search
  2. From the drop down arrow on the left, select Search By
  3. Choose “Date Created,” and choose “This Month” *
  4. Click Search


     
  5. Select “All” to checkmark all cases in the search results
  6. Checkmark Apply to All (this is in the bulk editor screen towards the bottom left)


     
  7. Click Export (this is a link towards the bottom right)
*Additional search criteria like labels, custom fields, agent or group assigned, case ID, priority, or channel are also available to add to your search and limit the returned results. Simply click “Search By” and continue adding the necessary data filters.
 

Group Example - Summarize case Volume for cases created this week & ASSIGNED TO THE MANAGEMENT GROUP.

  1. In the Classic Agent, click Search
  2. From the drop down arrow on the left, select Search By
  3. Choose “Date Created,” and choose “This Week”
    1. To only report on one group (e.g. the Management Group), select Search By, choose “Group” and enter the Group's name.


       
  4. Click Search
  5. Select “All” to checkmark all cases in the search results
  6. Checkmark Apply to All


     
  7. Click Export

Agents Example - Summarize TODAY'S Unresolved case Volume PER AGENT.

  1. In the Classic Agent, click Search
  2. From the drop down arrow on the left, select Search By
  3. Choose “Date Created,” and choose “Today”
    Note: To only report on one agent, select Search By, choose “Assigned” and enter the Agent's name.
  4. Choose “Status,” and add “new,” “open,” and “pending”
  5. Click Search
  6. Select “All” to checkmark all cases in the search results
  7. Checkmark Apply to All
  8. Click Export

Labels Example - Summarize CASES UPDATED THIS WEEK INCLUSIVE OF A LABEL

  1. In the Classic Agent, click Search
  2. From the drop down arrow on the left, select Search By
  3. Choose “Date Update,” and choose “This Week”
  4. Choose “Label,” and enter the Label(s) you want to include
  5. Click Search
  6. Select “All” to checkmark all cases in the search results
  7. Checkmark Apply to All
  8. Click Export

Custom field Example - Summarize CASES Created From April 15 to may 31 with inquiry type “Sales”

This is for list value or true/false custom fields at the company, customer or case level.
  1. In the Classic Agent, click Search
  2. From the drop down arrow on the left, select Search By
  3. Choose “Date created,” and choose “Between,” and enter April 15, 2017 as the first date and May 31, 2017 as the end date
  4. Choose the name of your custom field, “Inquiry Type,” and enter the Inquiry Types (e.g. “Sales”) you want to include
  5. Click Search
  6. Select “All” to checkmark all cases in the search results
  7. Checkmark Apply to All
  8. Click Export

MACRO Example - Summarize MACRO UTILIZATION FOR CASES UPDATED IN THE LAST HOUR.

  1. In the Classic Agent, click Search
  2. From the drop down arrow on the left, select Search By
  3. Choose “Date Updated,” and choose “Last Hour”
  4. Click Search
  5. Select “All” to checkmark all cases in the search results
  6. Checkmark Apply to All
  7. Click Export

3. REPORTING METRICS:

OVERVIEW REPORT Metrics available with the Export:

Created Cases: The count of cases created within the selected date created range.
Resolved Cases: The count of cases in a resolved status at the time of the export.
Time to First Response: For cases created by an inbound interaction, use the time to first response column.
Agent Replies Per Resolve: The count of outgoing messages in cases that are resolved divided by the total number of resolved cases.
Handle Time: The amount of time an agent spends working on a case.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at).
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.
Inbound Interactions: The number of incoming messages (sent by customers).
Outbound Interactions: The number of outgoing messages.
Resolved w/o Response: The number of cases resolved with 0 outbound messages.
 

Group REPORT Metrics available with the Export:

Created Cases: The count of cases created within the selected date created range.
Resolved Cases: The count of cases in a resolved status at the time of the export.
Time to First Response: For cases created by an inbound interaction, use the time to first response column.
Agent Replies Per Resolve: The count of outgoing messages in cases that are resolved divided by the total number of resolved cases.
Handle Time: The amount of time an agent spends working on a case.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at).
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.
Inbound Interactions: The number of incoming messages (sent by customers).
Outbound Interactions: The number of outgoing messages.
Resolved w/o Response: The number of cases resolved with 0 outbound messages performed by agents within a particular group.

*If you export without a Group filter, you can summarize the metrics across multiple Groups either through filters or a Pivot Table in Excel. Otherwise, filtering your Search to a specific Group like in the example will only export the metrics related to that Group's assigned cases.
 

Agent REPORT Metrics available with the Export:

Created Cases: The count of cases created within the selected date range.
Resolved Cases: The count of cases in a resolved status at the time of the export.
Time to First Response: For cases created by an inbound interaction, use the time to first response column.
Agent Replies Per Resolve: The count of outgoing messages in cases that are resolved divided by the total number of resolved cases.
Handle Time: The amount of time an agent spends working on a case.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at).
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.
Inbound Interactions: The number of incoming messages (sent by customers).
Outbound Interactions: The number of outgoing messages.
Resolved w/o Response: The number of cases resolved with 0 outbound messages performed by agents within a particular group.

*If you export without an Assigned Agent filter, you can summarize the metrics across multiple agents either through filters or a Pivot Table in Excel. Otherwise, filtering your Search to a specific Assigned Agent will only export the metrics related to that Agent's assigned cases.
 

LABELS REPORT Metrics available with the Export:

Assigned Cases: The count of cases with that label created during the specified time range.
Resolved Cases: The count of cases with that label in the resolved status.
Times Applied: The total number of times that the label has been applied to cases that meet the search criteria, regardless of whether the label was subsequently removed from the case.
Handle Time: The amount of time an agent spends working on a case that has had the label applied.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at) for cases that have had the label applied.
Average Interactions: The average number of inbound and outbound messages for cases with that label. This is calculated by taking the total inbound and outbound interactions on cases with that label and dividing by the total number of cases with that label.
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.

*If you export without a Label filter, you can summarize the metrics across multiple Labels either through filters or a Pivot Table in Excel. Otherwise, filtering your Search to a specific Label will only export the metrics related to that Label's cases.
 

Custom Fields REPORT Metrics available with the Export:

Assigned Cases: The total number of times that the custom field value was applied to cases during specified time range.
Resolved Cases: The total number of cases with that custom field value moved to a resolved status.
Handle Time: The amount of time an agent spends working on a case with the qualifying custom field.
Time to Resolution: The amount of time elapsed from case creation to resolution (select either first resolved at or resolved at) for cases with the qualifying custom field value.
Average Interactions: The average number of inbound and outbound messages for cases with the custom field value. This is calculated by taking the total inbound and outbound interactions on cases with that custom field value and dividing by the total number of cases with that custom field value.
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.

*If you export without a Custom Field filter, you can summarize the metrics across multiple Custom Fields either through filters or a Pivot Table in Excel. Otherwise, filtering your Search to a specific Custom Field will only export the metrics related to that Custom Field's cases.
 

MACROS REPORT Metrics available with the Export:

Resolved Cases: The count of cases in the resolved status that used a/any macros.
Times Applied: The total number of times the macro has been applied to cases during that time period.
Handle Time: The amount of time an agent spends working on a case that has had a/any macro applied.
Average Interactions: The average number of inbound and outbound messages for cases with a/any macro. This is calculated by taking the total inbound and outbound interactions on cases with a/any macros and dividing by the total number of cases with a/any macros.
FCR Rate (First Contact Resolution): Percent of cases resolved with a single outbound interaction (first resolved at and resolved at have equal timestamps). In Business Insights, this is calculated by looking at cases that within 14 days have not had an additional outbound interaction. This excludes cases which were resolved with 0 outbound interactions.


Note: Please visit the Pricing Plan page to see applicable export limits for your plan. To reduce the number of cases in your export, shorten your time range, add filters like channel, status, a custom field, or group.