[vc-andy]

The native NetSuite support metrics are great when reporting on support cases by employee/rep. The ones I’m talking about are:

Avg. Initial Response Time
Avg. Time To Assign
First Contact Resolution Rate
Avg. Interactions
Avg Time To Close

However these seem to only be tracked at the employee level, without any ability to report on them at a summary level, by native or custom categories (e.g. “area”, “product”, “issue”). Is this indeed a limitation or am I missing a way of doing this?

I’ve tried creating a custom report, grouping by “Area” (a custom field on support cases), and even if I remove “Support Rep” from the results, there’s still a line in the report for every rep, a no summary results when you collapse columns.

Anyone have any suggestions?
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[Jasvir]

You may want to try creating an adhoc report as follows:

-Reports > New

-Support Cases

-Metric = Case Count

-Summary = T

-Component = Support Cases | Field = Number

-Run Report

–Click on Customize button

–Click on Support Cases folder and add Name (Grouped) field from the Product folder (or custom field)

–Move the above added column to the first column and remove the Number column

–Now add all the fields that you want measure the metrics on for example ‘Average Time Open’ from the Support cases folder

-Preview the report

This report will display case metric based on the custom field or Product field. I hope this helps.

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