{"id":3921,"date":"2024-09-26T16:47:08","date_gmt":"2024-09-26T14:47:08","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=3921"},"modified":"2026-02-19T11:10:40","modified_gmt":"2026-02-19T10:10:40","slug":"cases-as-data-source-reporting","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/cases-as-data-source-reporting\/","title":{"rendered":"Cases (data source)"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n\n

[Reading time: 2 minutes<\/em>]<\/p>\n\n\n\n

OVERVIEW<\/h2>\n\n\n\n

This functionality allows you to transform customer cases into a data source for generating reports and in-depth analyses. This functionality is designed for supervisors<\/strong> or data analysts<\/strong>.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

This feature exploits the information provided by the cases to monitor performance, identify trends and make decisions based on real data.<\/p>\n\n\n\n

PREREQUISITES<\/h2>\n\n\n\n

For an overview of the Reporter, please consult this article<\/a>.<\/p>\n\n\n\n

Cases must have been set up previously<\/a>, and associated with a layout in the Maker.
Customer cases must have been created via the Banner with profiles using this layout.<\/p>\n\n\n\n

USING CASES AS DATA SOURCES<\/h2>\n\n\n\n

Access this feature<\/h3>\n\n\n

To access this feature, go to the Reporter<\/strong>, click on the \u2018Data source<\/strong>\u2019 module and then select the \u2018Cases<\/strong>\u2019 source date type.<\/p>\n\n\n

\"\"<\/figure>\n\n\n\n

Create a data export from cases<\/h3>\n\n\n\n

Click on \u2018Create<\/strong>\u2019 to create a data source.
Choose a name, if necessary a description, a type of data source (internal or external), for the origin, select \u2018Cases\u2019 and then the layout related to the cases you want to analyse.<\/p>\n\n\n\n


Open the data source you have just created, you will now be able to carry out a search.
To do this, select a time period to analyse the cases.

You will immediately see the number of cases for the selected period (\u2018number of results\u2019).<\/p>\n\n\n\n

Note: The selected period cannot exceed 3 months.<\/em><\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n


The data is displayed in columns, relating to the fields that have been set up in the layout and additional data provided by the Reporter (case opening time, etc.)
<\/p>\n\n\n\n

For each column, 3 actions are possible (by clicking on the cogwheel):<\/p>\n\n\n\n

    \n
  • Filter the column<\/li>\n\n\n\n
  • Modify the column name<\/li>\n\n\n\n
  • Hide the column<\/li>\n<\/ul>\n\n\n\n

    If you wish, you can add one or more columns. To do this, click on the cogwheel at the top right, then \u2018add columns\u2019.<\/p>\n\n\n\n

    You can also change the position of the columns using drag-and-drop.
    To start your search from the beginning, you can click on \u2018reset\u2019 at the bottom right.

    Once the columns you want have been added, you are ready to use the data.<\/p>\n\n\n\n

    Using the cases data<\/h3>\n\n\n

    You have several options:<\/p>\n\n\n

    1) Export the data <\/strong>(on the cogwheel): Export available on the \u2018Export\u2019 module for 7 days.<\/p>\n\n\n\n


    2) Save as an exploration <\/strong>(on the diskette), and select the users who can access it. Note: by default, they will have access in read-only mode. Rights can be changed later if required.<\/em><\/p>\n\n\n\n

    Now you are able to analyse the data using the \u2018Export\u2019 module or the \u2018Exploration\u2019 module! <\/p>\n\n\n\n

    COlumns<\/h3>\n\n\n\n

    Here are the details for each column.<\/p>\n\n\n\n

      \n
    • Case ID<\/strong>: the case\u2019s unique ID.<\/li>\n\n\n\n
    • Creation date<\/strong>: the time and date of the case\u2019s creation.<\/li>\n\n\n\n
    • Reference<\/strong><\/li>\n\n\n\n
    • Title<\/strong><\/li>\n\n\n\n
    • Case layout<\/strong><\/li>\n\n\n\n
    • Status<\/strong>: New, in progress, on hold, escalated, closed<\/li>\n\n\n\n
    • Status type<\/strong>: New, in progress, on hold, escalated, closed<\/li>\n\n\n\n
    • Case closed<\/strong>: Yes\/no<\/li>\n\n\n\n
    • Owner<\/strong>: user’s email<\/li>\n\n\n\n
    • Opening time<\/strong><\/li>\n\n\n\n
    • Number of openings<\/strong><\/li>\n\n\n\n
    • Number of closings<\/strong><\/li>\n\n\n\n
    • Type<\/strong><\/li>\n\n\n\n
    • Reason<\/strong><\/li>\n\n\n\n
    • Origin<\/strong><\/li>\n<\/ul>\n\n\n\n


      <\/p>\n\n\n\n

      <\/p>\n","protected":false},"excerpt":{"rendered":"

      [Reading time: 2 minutes] OVERVIEW This functionality allows you to transform customer cases into a data source for generating reports and in-depth analyses. This functionality is designed for supervisors or data analysts. This feature exploits the information provided by the cases to monitor performance, identify trends and make decisions based…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[106],"ht-kb-tag":[133],"class_list":["post-3921","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-monitoring-reporting","ht_kb_tag-reporter"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3921","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3921"}],"version-history":[{"count":20,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3921\/revisions"}],"predecessor-version":[{"id":6073,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3921\/revisions\/6073"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3921"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3921"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3921"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}