Forum Discussion
Power BI CSS report
Hello all,
I have created a table report using Power BI in AIDABA, for customer service KPI tracking for a few users in the team. While adding values to the report through the personalisation tool, I got a question and would love to have some clarity on the same:
- Created Service Requests: Does this include only the auto-assigned cases to the user, or does it include the manual assignments as well? Also, if a case was first assigned to 1 user and then transferred(not resolved/closed) to another, would this reduce the count of "created service requests" or will it get added to "closed service requests" even though it is not "closed" as per the case status?
- Closed Service Requests: If a case is transferred and not resolved, would that count as a "closed service request"?
2 Replies
Anonymous
### Created Service Requests
- **Includes:** Both auto-assigned and manually assigned cases.
- **Transfers:** Count remains unchanged for the original user if the case is transferred; it reflects the creation, not affected by reassignment.### Closed Service Requests
- **Includes:** Only cases that are actually resolved or closed.
- **Transfers:** Transferred but unresolved cases do not count as closed service requests.### Key Points
- **Created Service Requests:** Counted at creation, regardless of how assigned or transferred later.
- **Closed Service Requests:** Count only resolved/closed cases, not just transferred ones.
Did I answer your question? Mark my post as a solution! Appreciate your Kudos !!Hey johnbasha33 , firstly, thank you so much! This helps a lot. May I ask are there any online documents where all of this is mentioned?
Also, follow-up question to your comment:
- **Transfers:** Count remains unchanged for the original user if the case is transferred; it reflects the creation, not affected by reassignment.
Does this mean that the same case can reflect in 2 different user bins(original case owner and the user to whom it was transferred), if it is transferred?
