Feedback and recovery metrics
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Measure case creation, backlog, priority, timeliness, resolution and recovery outcomes.
Open Insights → Performance → Feedback Analytics. Apply the shared filters. The selected cohort contains Feedback Cases created during the date window; resolving a selected Case later changes its current outcome without moving it to a resolution-date cohort.
Counts, rates and time
- Actionable case rate = Cases in the selected cohort ÷ completed Responses in the selected Response cohort.
- Resolution rate = selected Cases currently Resolved or Closed ÷ all selected Cases.
- Open backlog, High/Urgent open, Overdue, and Unassigned are current open Cases across accessible/selected Properties, not restricted to the selected date, Survey, source or language.
- First-action time runs from Case creation to acknowledgement. Resolution time runs from Case creation to resolution, or closing when no resolution time exists. Averages and medians exclude Cases without the required timestamp.
- Reopened cases counts recorded status changes from Resolved/Closed back to New/In progress among the selected Case identities. It counts audit events, so one Case can contribute more than once.
Status, priority, category, tag and assignee sections count the selected cohort. Recovery outcomes include only selected Cases currently Resolved or Closed with a recorded outcome. Aging groups only selected open Cases by age at the current time. A rate with no denominator is 0%; a missing duration is a dash.
Feedback Analytics and Today serve different jobs. Today uses bounded operational summaries; Analytics uses a selected created-case cohort plus explicitly current backlog cards. Reopened work returns to open status and is no longer in the resolved numerator, while its prior audit evidence remains.
Next: Feedback priorities and response targets, Recover and resolve, or Recurring issues.