Exception Recovery will allow managers and teams to view work in progress and measure to improve efficiency and the customer experience. 

The collaborator metrics that a shipper will see are related to their carriers, the collaborator metrics that a carrier will see are related to their shippers. 

The Case Performance Dashboard has three main sections:

• Current Activity
• Leaderboard Reporting
• Cases Created

Current Activity

What's happening right now with cases?

• View counts of open(current) cases by Case Owner, Case Collaborator, or Case Type. 
• View counts of open cases by age of the case i.e. There are 10 cases that have been open for over 24 hrs. The current aging segments are 0-12 hrs, 12-24 hrs, 1-2 days, 2-7 days, 7+ days

Leaderboard Reporting

Measure historical performance across individuals, collaborators, and case types. Allows preset and custom date ranges. 

• Solved Cases 

• Metrics are computed for the Case Owner (both shipper/carrier), the Collaborator on the case (if there is one), and the Case Type (at time solved). 
• Only computed for the first time the case is solved. If it is reopened, we do not want inflated numbers. 
• If there is no Case Owner, we will still show a solved case under "Unassigned", this will still count towards collaborator and case type metrics as normal. 

• Average First Response Time to a New Case

• How long it takes for a response to a case in hours. Measured from the time a case is created to the first message by a user who is not the Case Creator.
• Shippers will be able to see response times segmented by their agents, their carrier collaborators, and case types. 

• Average Time to Solve a Case

• Metrics are computed from when the case is created to once the case is marked solved.
• An average of all the cases solved for the chosen date range segmented by Case Owners (both shipper/carrier), Collaborator (if there is one), and Case Type. 
• If a case was reopened, it does not count towards average time to solve metrics. 

Cases Created

What cases have been created? Allows pre-set and custom date ranges. 

• How many cases were created in a given date range segmented by Case Type (value when created), and Case Collaborator.