How can Universal Containers measure the case escalation rate to ensure Tier 1 agents receive adequate training?

To measure the case escalation rate effectively, creating a dashboard report to display escalated versus non-escalated cases is an ideal approach. This type of report allows for a clear visual representation of the two categories, making it easier to analyze trends over time. By comparing the number of escalated cases to the total number of cases handled by Tier 1 agents, Universal Containers can identify if there is a significant rate of escalation. This information is vital for determining whether the agents require additional training or support in handling specific issues.

A dashboard report provides real-time insights and can utilize charts and graphs to illustrate the data. This assists management in quickly grasping the performance of Tier 1 agents and pinpointing areas where they may need further development or resources. The visual nature of a dashboard can also help in communicating findings to stakeholders more effectively than other formats.

While a case report with a custom summary formula or creating a formula field on case records can provide useful data points, they may lack the visual clarity and immediate accessibility of a dashboard report. A daily snapshot report could be useful for capturing data over time, but it may not provide the focused analysis needed to understand the escalation rate specifically. Thus, using a dashboard report is the most effective strategy for measuring and addressing