Major issue management analytics

Provides indicators on the Customer Service dashboards for major cases and child cases.

Action indicators are available on the Customer Service dashboards when the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin (com.snc.pa.customer_service_advanced) is activated.

Note: Activate the Major Issue Management plugin (com.sn_majorissue_mgt) to view the related indicators. Without this plugin, the indicators may not display correctly.

Indicators:

• Number of Open Major Cases (by day, week, month)
• Percentage of Resolved Major Cases (by day, week, month)
• Number of Cases which are Child of Major Case
• Percentage of Major Case Candidates (by day, week, month)
• Percentage of Child Cases which are Auto Created from Major Case
• Number of customers impacted by major issue