Use the Case Analyzer reports

The Case Analyzer preconfigured reports are organized to focus on the following areas of your system:
  • Case - In-progress and historical information about cases, such as the current number of cases, and the average time to complete cases during a specified time period.
  • Task - In-progress and historical information about tasks, such as the current number of tasks, and the average time to complete tasks during a specified time period.
  • Workflow - In-progress and historical information about workflows in your system, such as the current number of workflows in the system, and the average time to complete workflows during a specified time period.
  • Queue - In-progress and historical information about work items in various queues, such as the current number of work items in each queue, and the number of work items completed during a specified time period.
  • Step - In-progress and historical information about work items at various steps, such as the average time spent to complete work at a step, and the percentage of work items taking each route from a step.
  • User - In-progress and historical information about each user, such as the average time to complete work during a specified time period.

Using IBM Cognos Business Intelligence to display the reports

A set of preconfigured IBM® Cognos® Business Intelligence reports is provided with Case Analyzer to display information in chart form. However, you must have the IBM Cognos Business Intelligence software installed and the reports deployed on your system to use the reports. When you open a sample IBM Cognos Business Intelligence Case Analyzer report, the data displayed is based on sample data to produce the charts; however, you can customize the reports for your business analysis purposes. Refer to your IBM Cognos Business Intelligence documentation for more information about creating and customizing these reports.

Using Microsoft Excel to display the reports

A set of preconfigured reports to use the Microsoft Excel pivot chart feature is provided to display information. However, before you can view or modify the reports provided with the Case Analyzer Client software, you must either install the Case Analyzer Client reports on your PC or have access to the installed reports on a network or in an object store. See your system administrator to determine the proper procedure for your site. When you open a sample Case Analyzer report in Excel, the data displayed is based on sample data. To display data from your Case Analyzer database, click the Refresh button. When you refresh the display, dimension levels that do not exist in your database are rolled up into the next level. See the Microsoft Excel online help for full details on the use of pivot charts.

If you installed the Case Analyzer Client software locally, you can find these reports in the step folder under the directory where you installed the product. If not, ask your Case Analyzer administrator for the location of the reports.

Note: Refreshing a report using Excel 2000 where dimension levels do not exist results in an error. In this case, you must create your own report.

Case Analyzer uses online analytical processing (OLAP) technology to provide the data for your charts. Before modifying charts, you should familiarize yourself with the basic OLAP concepts and terminology.