Innofactor AB - Support Cases Report

This report is created by Innofactor AB for a consumer advocates group that mediates complaints between customers and its partnering service providers. The group uses the report for internal analysis and to share insights to external partners via Power BI online services using row level security, allowing each service provider to review its own customer complaints registered by the consumer advocates group.

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Business problem

The support unit was using static reports in Dynamics 365 Customer Service and wanted a dynamic report with the ability to filter and cross filter.

The report should focus on the number of cases by some key indicators such as:

  • Handlers
  • Operators
  • Categories
  • Year and previous year
  • Average rating
  • Average handling time


Business solution

The report contains four pages

Home
Landing page that gives quick information of current KPI’s for current year and a button that opens a menu to navigate to the other pages. Tooltip functionality on graphs shows cases by category.

Overview
Page with KPI group at top and a filter panel on the left. Visuals shows count of cases by operator, handler, membership type and case type, category and subcategory. Cross filtering and drill down functionality allow users to interact and explore the data. The ability to drill-through on certain datapoints allows for deeper understanding of data.

Timeline
Cases over time with cross filter functionality allows exploration of how incoming cases and average handling time correlates and using top filter panel to look at specific handler, operator or category. Drill-through capability activated to get to info page for more information on selected period or time.

Info
Information in table format accessed by drill-through from report visualizations. This gives a more detailed view of specific cases with current filters. On bottom of the left filter panel is the Reset filters button used to clear all applied filters allowing users to customize filters.


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