Values on the Chart and Frequency Reports
Both the Chart Report and Frequency Report have an option called "Value." This option affects how each case is "counted" on the report. Cases with a higher value are given more weight in the report results.
Value Name | Description |
|---|---|
Distinct Issues | This option counts each issue that matches the report criteria and ignores the Issue Multiplier. |
Distinct Cases | This option counts the total number of cases matching the report criteria, essentially ignoring case and issue multipliers. Each case will be counted as one. |
Distinct Callers | This option counts the unique Address IDs to determine the number of distinct callers. |
Case Multiplier | Each case is counted based on the value in the Contact Multiplier field on the case. If your company does not use Contact Multiplier (it defaults to 1 on each case), then each case is essentially counted once, and therefore weighted equally on the report. |
Issue Multiplier | Each issue is counted based on the value in the Issue Multiplier field. |
Average Total Work Time | This option counts the total work time (in minutes) for each case and displays an average of the total time on the report. |
Days to Close | The total number of Days to Close on each case is counted. |
Case Enclosure Amount | All the case enclosure amounts will be totaled (Enclosure Quantity x Enclosure Value) for each case matching the report's criteria. Cases are then weighted accordingly. |
Case Enclosure Currency Amount | All the case enclosure amounts are totaled based on the currency used (Enclosure Quantity x Enclosure Currency Value) for each case matching the report's criteria. The currency code determines what currency the enclosure is sent to the customer in and is then exchanged to your company's base currency and stored as the Enclosure Value.
|
Case Enclosure Quantity | Sum of all enclosures sent per group. |
Split Amount | This option counts the total of all enclosure detail splits. |
The Currency Amount is not summed due to the potential of inaccurate data due to multiple currency codes being used on the enclosures. To create a Grand Total Currency Amount create a group or use the Amount column.
to administrators: It is possible to add additional categories to the Value drop-down. Any category of type Integer or Numeric can be added by customizing the appropriate layouts. For more information, see Customizing the Report Values Drop-Down.