Reviewing Case Statistics

Aptify provides easy access to case information that can be reviewed individually or in aggregate to evaluate an organization's or employee's performance.

Managers can use Aptify's standard business intelligence functionality to generate views and reports that summarize case performance data across time periods and for particular people or organizations. See Using the Viewing System and Using Reporting Tools for information on these features.

In addition, the Cases form includes a Summary tab that displays important performance metrics that can also be included in views or reports.

A sample Summary tab is shown below (Cases Record's Summary Tab). It includes the following fields:

• Estimated Hours: This field is the sum of the Estimate Hours field for all of the Tasks records linked to this case. See Managing Tasks for information on using Tasks in Aptify.
• Actual Hours: This field is the sum of the Actual Hours field for all of the Tasks records linked to this case. See Managing Tasks for information on using Tasks in Aptify.
• Hours Variance: This field is the difference between the Actual Task Hours and the Estimated Task Hours. If the Actual Hours is greater than the Estimated Hours, the Hours Variance is negative. If the Actual Hours is less than the Estimated Hours, the Hours Variance is positive.
• Budgeted Cost: This field is the sum of the Budgeted field for all of the Case Costs subtype records linked to this case. See Managing Case Costs for more information..
• Actual Cost: This field is the sum of the Actual Cost field for all of the Case Costs subtype records linked to this case. See Managing Case Costs for more information.
• Cost Variance: This field is the difference between the Actual Cost and the Budgeted Cost. If the Actual Cost is greater than the Budgeted Cost, the Cost Variance is negative. If the Actual Cost is less than the Budgeted Cost, the Cost Variance is positive. 
  
  

In addition to the fields that appear on the Summary tab (which are also available in views of Cases), users can add the Response Time field to views of Cases. This field automatically calculates an organization's response time to a case in minutes (by comparing the Date Recorded with the Date First Responded).