Overview
Case reports help service, support, and relationship teams review customer issues and follow-up quality. They are useful when management wants to know where cases are coming from, who owns them, and whether anything is becoming overdue or unresolved.
Useful habit: Review open-case reports regularly so unresolved issues are handled before they become escalations.
Where to find it
Path: Reports > Relationship Management > Cases.
Use this path from the main QBM window. If the command is not visible, confirm that the user has access to the related module and permission for that screen.
Reports Covered
| Report | Use It For |
|---|---|
| Cases by Assigned To Report | Review case workload by staff member. |
| Cases by Category Report | Review cases grouped by business category. |
| Cases by Item Report | Review cases connected to a particular product or service item. |
| Cases by Job Report | Review cases linked to a project or job. |
| Cases by Location Report | Review cases by branch or service location. |
| Cases by Origin Report | Review where cases are coming from, such as phone, email, walk-in, or other configured origin. |
| Cases by Owner Report | Review ownership and accountability for customer cases. |
| Cases by Priority Report | Review urgent, normal, or low-priority workload. |
| Cases by Reason Report | Review the underlying reasons behind customer issues. |
| Cases by Status Report | Review cases by progress stage and focus on open cases only where needed. |
Common Filters
| Field Or Option | What It Means |
|---|---|
| Date / Date Range | Limits the review to the service period being analyzed. |
| Status | Focus the report on one case status or review all statuses. |
| Open Cases Only | Useful when management only wants unresolved cases. |
| Assigned To / Owner | Review workload or responsibility by user. |
| Category / Priority / Reason / Origin | Use the case classification that best explains the service issue. |
| Item / Job / Location | Focus the report on a product, project, or branch where service activity matters. |
When To Use Which Report
- Use by Status and Open Cases Only for daily control.
- Use by Priority to manage urgent service work.
- Use by Reason and by Category to spot recurring quality issues.
- Use by Owner or by Assigned To to balance workload.
Best Practice
- Make sure cases are closed when resolved, or open-case reports will become misleading.
- Use reason and origin reports to improve service process and customer communication.
- Review high-priority cases separately from normal operational work.
Important: Case reports are most useful when status, priority, reason, and ownership are updated consistently by the team.