Please refer to Case Lifecycle model (Salesforce Service Cloud) & Case Lifecycle model (Amazon Connect) for an overview of the model.

The Realtime overview allows you to monitor a consolidated view of your support data sources in a single location for day-of, real-time management of your organization. The Case Lifecycle Real-Time Dashboard is additive to the current Realtime overview page.

Metric definitions

• Unassigned cases/volume - Only available for the Salesforce integration.
  The current number of cases that are waiting to be routed.
  • The cases are based on the PendingServiceRouting (PSR) record in Salesforce.
• Average wait time - Only available for the Salesforce integration.
  The average wait time of cases that are waiting to be routed.
  • The cases are based on the PendingServiceRouting (PSR) record in Salesforce.
• Longest wait time - Only available for the Salesforce integration.
  The longest wait time of the cases that are waiting to be routed.
  • The cases are based on the PendingServiceRouting (PSR) record in Salesforce.
• Average first response time per unit of work - The average first response time across all units of work for a specific time interval.
• Service Level % for units of work - The percentage of units of work where the first response time met SLA (based on staffing timeline configurations).