Case Lifecycle Metrics
Overview
Case Lifecycle Metrics helps you understand how long cases take to resolve and where time is being spent. Use this report to identify bottlenecks, monitor team performance, and improve case processing efficiency.
Navigation: Reports → Case Lifecycle Metrics
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What You Can Track
Case Lifecycle Metrics shows timing for five stages of case processing:
Assignment Time - Time from case creation to initial assignment
Pending Review - Time cases spend waiting for review
Investigation - Time spent actively investigating cases
QA Review - Time spent in quality assurance review
Total Time - Complete time from creation to resolution
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How to Use This Report
Step 1: Select a Date Range
Click Resolved Date Range and choose when you want to analyze:
Today - Cases resolved today
Yesterday - Cases resolved yesterday
Last 7 Days - Past week
Last 30 Days - Past month
Last 60 Days - Past 2 months
Last 90 Days - Past quarter
This Month - Current calendar month
Last Month - Previous calendar month
Custom - Pick your own start and end dates
Tip: Start with "Last 30 Days" to see recent trends.
Step 2: Filter Your Data (Optional)
Narrow down what you're analyzing by selecting:
Dispute Codes - Specific case types
Case Lead - Individual team members
Queue - Specific queues
QA Reviewer - QA team members
You can combine multiple filters. For example, select a specific queue and dispute code to see how that queue handles that type of case.
Tip: Use "Clear" buttons to remove filters one at a time, or "Clear All Filters" to start fresh.
Step 3: Group Your Results
Choose how to organize your data using the Group By dropdown:
Dispute Codes - See performance by case type
Queue - Compare queue performance
Case Lead - Track individual investigator performance
QA Reviewer - Monitor QA reviewer performance
Advanced: Use Group Order to create nested groupings. For example, group by Queue first, then by Case Lead to see each person's performance within their queue.
Step 4: Review Your Results
Performance Cards
At the top of the page, you'll see five cards showing average times for each stage. These give you a quick overview of where time is being spent.
Performance by Group Chart
This chart breaks down performance by your selected grouping (dispute code, queue, etc.). Use this to compare different groups and identify which ones are fastest or slowest.
Performance Trend Over Time
This chart shows how processing times change over your selected date range. Choose which metric to display (Assignment, Pending Review, Investigation, QA Review, or Total Time).
Tip: Switch between Line and Spline charts to see trends more clearly.
Case Details Table
The table at the bottom shows detailed metrics for each group or individual case. Use this to drill into specific numbers.
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Understanding Your Results
What the Times Mean
When viewing individual cases - Times show actual hours/days for each case
When grouping is applied - Times show averages across all cases in that group
Interpreting High Times
If you see high numbers in a particular stage, here's what it might indicate:
High Assignment Time
Cases are waiting too long to be assigned
May need more dispatchers or auto-dispatch rules
Queue may be overloaded
High Pending Review Time
Cases are waiting for someone to start working on them
Queue visibility issues
May need better queue management
High Investigation Time
Cases are complex and require more research
Missing information or documentation
May indicate need for additional training
High QA Review Time
QA queue has a backlog
May need more QA reviewers
QA workflow could be optimized
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Tips for Using Filters
Common Filter Combinations
Track a specific queue's performance:
Select the queue in the Queue filter
Group by Dispute Code to see how they handle different case types
Monitor an individual's workload:
Select the person in the Case Lead filter
Group by Dispute Code to see what types of cases they handle
Analyze a specific case type:
Select the dispute code
Group by Queue to see which queues handle it best
Review QA efficiency:
Select the QA Reviewer filter
Group by Dispute Code to see QA patterns
Working with Filters
Filters work together - selecting multiple filters shows only cases matching all criteria
Filters stay active until you clear them
If you see "No data displayed," try removing some filters or expanding your date range
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Common Questions
Why don't I see any data?
Check your date range - there may be no resolved cases in that period
Try removing some filters - they may be too restrictive
Contact your administrator if you believe you should have access to data
What if I see unexpected numbers?
Check the Case Details table for specific cases
Look at the case audit history for those cases
Paused cases or cases that were reopened may show higher times
How do I export this data?
Use your browser's print function to save as PDF
Take screenshots of specific charts
Contact your administrator about export options
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Related Features
Report Center - Access other Case Central reports
Investigation Insights - Deep-dive analytics on investigation patterns
Case Lifecycle Thresholds - System settings that define lifecycle stage thresholds
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Need Help?
If you have questions about Case Lifecycle Metrics:
Check the Knowledge Base for additional guides
Contact your Case Central administrator
Submit a help request from the Help menu