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OOTB Reports in Cora OpsManager

Following are the Out-of-the-box reports available in Cora OpsManager:

Report Name

Parameters for Search 

Query Description

Presented Columns 

Aging of Open Tickets

  • Team
  • From date
  • To date

Based on team, start date, and end date, will show all open cases (cases for which status is not: Rejected, Closed, Pending Closure & Closed as Spam).

Case ID, Case Subject, Request By, Open Date, Age, Requestor Email, Status, Target Date, Priority, Case Type, Country.

Cases Closed Today

  • Team

Based on team, will show all the cases that have been closed in the current date (statuses – Rejected, Closed, Pending Closure and Closed as Spam).

Case ID, Case Subject, Case Status, Open Date, Closed Date, Target Date, Priority, Closed By, Reason Text.

Cases Origin

  • Team
  • From date
  • To date

Will show the number of cases opened per channel.

Input Channel, Case Count

Cases Owner

  • Team
  • Case ID

Will show the current owner of the selected case.
 (Excluding statuses Rejected, Closed, Pending Closure & Closed as Spam).

Current Owner

Case Resolved by Agent Against SLA

  • Team
  • Agent

Based on team and agent\all agents, will show for each case if it met the SLA or not. Includes statuses Closed & Pending Closure

Agent, Team Name, Case ID, Case Subject, Requestor Email, Open Date, Closed Date, Target Date, Priority, Case Type, Country, In SLA?

Open Cases By Agent

  • Team
  • Agent

Will show all the cases that are not in statuses – Closed, Rejected, Pending Closure or Closed as Spam per agent.

Case ID, Agent, Case Subject, Status, Open Date, Priority, Case Type, Country.

Rejected Requests With Reasons

  • Team
  • From date
  • To date

Based on the selected team and date range, the report will show all the rejected requests.

Case ID, Case Subject, Reason, Country, Rejected Date.

ReOpened Cases Pending Closure

  • Team
  • From date
  • To date

Will show all the cases that were re-opened after the status was “pending closure”.

Case ID, Case Subject, Current Case Status, Requestor Name, Creation Date, Closed Date, Re Open Date.

Requests On Hold With Reasons

  • Team
  • From date
  • To date

Based on the selected team and date range, the report will show all the cases that are on hold.

Case ID, Case Subject, Reason, On Hold Date, On Hold Duration (Hours), Change To On Hold By.

Search Cases By ID

  • Case ID

According to the entered Case ID, the report will show details regarding the Case.

Case ID , Case Subject, Requestor Email, Team, Assignee, Case Status, Open Date, Target Date, Priority, Category, Case Type, Case Sub Type,  Country.

Tickets Per Case Type

  • Team
  • From date
  • To date

Will show number of cases per sub type for all cases that have been opened within the selected date range.

Case Sub-TypeCase Count.

Time From Ticket Creation To Resolution

  • Team
  • From date
  • To date

For all cases that have been closed within the selected date range, the report will calculate and present the time taken to close the case. Includes statuses Closed & Pending Closure

Case ID, Case Subject, Open Date, Closed Date, Priority, Time Difference.

Total Requests In Date Range

  • Team
  • From date
  • To date
  • Country

Will show all the requests present in the system for the specified team within selected date range.

Case ID, Case Subject, Requestor Email, Team Name, Category, Case Status, Open Date, Closed Date, Target Date, Input Channel, Priority, Case Type, Case Sub Type, Reason, Country.

Touch Time Report
  • Case ID
Will show the time details for a case.
Case ID, Creation Date, Current Case Status, First Fetch, Time to Fetch, SME Response Time, Count Times Sent To SME, Time With QA, Count Times Sent To QA, Close Date, Status Name, Longest Duration At A Status, Total Time On Case.