Analytics and reports

From popular report templates, to customised reporting, iCasework brings business intelligence to hand. Cast an eye over the key performance areas and monitor goals such as compliance and service levels with management reporting. Analytics help identify trends and where services might be improved. Auditing to support annual returns is included as standard for many regulatory frameworks.

iCasework reports supports a wide range of output formats, such as HTML, PDF, CSV, XML, Rich Text (Microsoft Word) and Excel. Analysis reports provide visual information by mapping cases.

Automate delivery of reports by subscribing for reports to be delivered by email as frequently as required.

Create and share advanced reports without specialist expertise on-demand. iCasework supports Excel, pivot tables, charts, and the REST web service interface, as well as PDF list reports.

Display the management dashboard that managerial and supervisory grades need to see what is going on. Whether it is the performance of the case management function, or the topics that are creating issues for customers, iCasework provides visibility of the things that really matter.

Watch for keywords in cases to identify problematic products or services. Define keywords or categories and define the level of frequency at which to trigger alerts to supervisors and managers. Great for making sure new products are being well received.

Deep dive into report data with the functionality that lets you drill down to obtain a more granular view. Whether you are looking at a standard library report or a custom report, take it out into a spreadsheet, or map it visually, the functionality is there.

Access to reports is permission based and lets the organisation control who sees what. This might be to restrict an individual’s view so they focus on their own performance or to ensure managers and supervisors have the wider view they need to perform at their level.

Integrating iCasework via the Application Programming Interface (API) allows data sharing with the organisation’s other applications. Allows all significant data to be exported into any application compatible with the browser-based REST interface.