TAT
TAT Turnaround Time, which is the calculated as time elapsed since a response was received, till its closure. This represents cases which were solved within/outside of the Target TAT.
Category: Action
Advanced action summary of issue ageing/TAT metrics
Ageing
Represents cases which are unsolved within/outside of the Target TAT. TAT Turnaround Time, which is the calculated as time elapsed since a response was received, till its closure. Average Age of actionable cases belonging to the selected hierarchy level is also represented here.
Count
Total Responses Received are the total number of cases present in the Inbox for the selected date range.Actionable Cases are defined as the cases belonging to certain a range of Customer rating. E.g., feedback rated from 0 – 6. This range is configurable as per the needs of the project. All computation and statistics pertain […]
Action Summary
Action Summary, also called Stats, is a graphical representation of all responses in the Inbox, in three different views: Count Represents count of cases distributed across hierarchy levels as Solved or Unsolved cases Ageing Represents cases open within/outside of the Target TAT TAT Represents cases closed within/outside of the Target TAT