Enable Case Volume Metrics

Learn how to enable Case Volume Metrics settings in your Vault.

About the Feature

In 23R3, Case volume metrics are supported in Vault Safety. You can visualize chart data such as the number of completed and in-progress Cases, configure the frequency at which to run the Case Volume Metrics job, and examine the metrics output in your Business Admin area.

For more information about visualizing Case Volume Metrics in chart format, see View Case Volume Metrics.

Add the Case Volume Metrics Subtab

Follow the steps below to add the Case Volume Metrics subtab under Analytics:

  1. Go to Admin > Configuration > Tabs.
  2. Select Case Volume Metrics and then select Edit.
  3. Change the Status field to Active.
  4. Save your changes.
  5. At the top-left side of the page, select Reorder.
  6. Drag and drop Case Volume Metrics under the Analytics tab, after Dashboards.
  7. Save your changes.

Add Case Volume Metrics to Business Admin

Follow the steps below to make the Case Volume Metrics object accessible in Business Admin:

  1. Go to Admin > Configuration > Objects > Case Volume Metrics > Details.
  2. Select Edit.
  3. In the Options section, select Display in Business Admin.
  4. Save the page.

Add the Process Completion Field to Layouts

Follow the steps below to add the Process Completion field to the following object layouts:

  • Inbox Item > Inbox Item Detail Page Layout
  • Case > Case Page Layout
  1. Go to Configuration > Objects > [Object] > Layouts > [Layout].
  2. In the System section, add the Process Completion Date field.
  3. Save the page.

Configure Case Volume Metrics Settings

Case Volume Metrics provide the number of initial Cases, active Cases, and completed Cases within a given time period. In the Case Volume Metrics settings, you can specify the Case lifecycle states that will count toward the above. You can also configure the frequency at which the Case Volume Metrics job runs (hourly or daily).

  1. Go to Admin > Settings > Safety General Settings
  2. Select Edit.
  3. Under the Metrics section, complete the following fields:
    • Frequency: Specify whether you want the job to run Daily or Hourly. This field is set to Hourly by default. If you change this value later, the job runs at the next term interval. For example, if you change the frequency from Hourly to Daily at 3pm, the next job will run at 12am and proceed with hourly operations.
    • Case Initial: Select the Case lifecycle states in which you consider a Case to be initial.
    • Case Active: Select the Case lifecycle states in which you consider a Case to be active.
    • Cases Completed: Select the Case lifecycle states in which you consider a Case to be complete.
  4. Save the page.

After setting the Frequency field, you can find each job output in Business Admin > Objects > Case Volume Metrics. Edit the columns to view different report metrics. On this page, you can export an Excel or CSV file of all the records by selecting the All Actions menu.