OCA Queue Analyzer
EMEA · CDP / AJO / CJA
Filters
days
Status: Priority: Queue: Region:
Key metrics
Total cases
—
Avg OCA (incl. PR)
—
days open
Avg OCA (excl. Pend. Release)
—
days open
Pend. Engineering
—
Avg OCA (Pend. Eng.)
—
days
Res. Provided open
—
not yet closed
Escalated
—
OCA breakdown
Avg OCA by status reason
Avg OCA by queue
Cases by priority
OCA distribution (day buckets)
Cases by region
Support engineer OCA breakdown
Support engineer Cases Avg OCA Pend. Eng. Pend. Resp. Res. Provided Avg update lag OCA bar Status
High OCA cases (60+ days)
Case ID Status reason Priority Queue Support engineer OCA (days) Promoted
Quick wins — low OCA closeable cases
Cases below target where the status allows closure now — closing these reduces the overall avg OCA the most efficiently
Case ID Status reason Action needed Priority Queue Support engineer OCA (days) Impact on avg
Pending Engineering — grouped by secondary issue reason
Case count by secondary reason
Pending Engineering case counts per secondary issue reason.
Avg OCA by secondary reason
Average OCA days per secondary issue reason.
Secondary issue reason Cases Avg OCA Max OCA P1/P2 In Pend. Release Without PR Priority
Recommended actions to reduce OCA
OCA Queue Analyzer · EMEA · CDP / AJO / CJA · Data processed entirely in-browser