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Cases Process Capability

Statistical analysis of case resolution times — by priority, owner, origin, and account

Total Cases
16,978
2025-08-13 to 2026-08-13
Avg Resolution
5.2 days
σ = 17.5 days
Median (P50)
0.0 days
P75: 2.0 · P90: 9.0
Variation (CV)
341%
High variability
Outliers
14.7%
2,499 cases > 5 days
Escalated
0.0%
0 cases

Distribution by Priority (Box Plot)

Box = P25–P75 (IQR) | Line = median | ◯ = mean | Whiskers = min–max (capped at 1.5×IQR)

Total
P75: 2.0d
μ=5.2σ=17.5CV=341%
High
P75: 2.0d
μ=15.2σ=34.8CV=229%
Low
P75: 7.0d
μ=4.0σ=3.0CV=75%
Standard
P75: 2.0d
μ=2.9σ=8.7CV=300%
Critical
P75: 1.0d
μ=1.6σ=7.5CV=462%
Medium
P75: 1.0d
μ=1.6σ=3.4CV=212%

Resolution Time Distribution

By Priority

PriorityCountMeanP50P75Distribution
High 3,128 15.2d 0.0d 2.0d
Low 2 4.0d 7.0d 7.0d
Standard 13,653 2.9d 0.0d 2.0d
Critical 140 1.6d 0.0d 1.0d
Medium 55 1.6d 0.0d 1.0d

Monthly Trend

By Origin

OriginCountMeanP50P75
Email 15,154 5.6d 0.0d 2.0d
Created From WO 188 3.8d 1.0d 3.0d
Phone 621 1.3d 0.0d 1.0d
Web 623 1.0d 0.0d 1.0d
Client Form 391 0.0d 0.0d 0.0d

Top Owners by Total Delay Impact

OwnerCasesMeanP50Total DelayImpact
Kiosk Support 572 76.7d 83.0d 43,853d
Keith Fricke 962 11.9d 10.0d 11,415d
Orders.mm 2,669 2.6d 1.0d 7,006d
Virtual Tech 1,625 3.7d 0.0d 6,090d
Keith Canterbury 177 14.5d 12.0d 2,571d
technsupport.ts 847 2.8d 1.0d 2,389d
Lisa Wright 97 14.4d 6.0d 1,397d
Kimberly Hardison 1,193 1.2d 0.0d 1,390d
Sherry Reich 1,424 1.0d 0.0d 1,386d
Ashley Perry 104 12.6d 5.0d 1,310d
Jessica Sells 1,602 0.8d 0.0d 1,261d
John Rolston 158 7.2d 3.0d 1,136d
Julie Ann Shoemaker 502 2.2d 0.0d 1,089d
Depot Support 33 32.9d 6.0d 1,087d
Shelby Robinson 1,289 0.6d 0.0d 761d

Top Accounts by Total Delay Impact

AccountCasesMeanP50P75Total DelayImpact
(Unknown) 5,623 11.9d 1.0d 7.0d 66,826d
PARTS SOURCE 823 6.3d 5.0d 10.0d 5,173d
EMSAR HOUSE ACCOUNT 2,904 1.5d 0.0d 1.0d 4,349d
MIDMARK 2,135 0.5d 0.0d 1.0d 1,037d
FORSYTH COUNTY EMS 27 26.2d 19.0d 37.0d 707d
ERLA PROD 46 9.7d 6.0d 18.0d 444d
COVETRUS 38 5.9d 1.0d 7.0d 224d
HCA Urgent Care 121 1.4d 0.0d 1.0d 169d
AGILENT TECHNOLOGIES (ASP) 256 0.6d 0.0d 0.0d 162d
Conviva Care Solutions (Humana) 194 0.8d 0.0d 1.0d 147d
Bellefaire JCB Health Clinic 5 29.0d 30.0d 30.0d 145d
Oak Street Health 283 0.5d 0.0d 1.0d 142d
STRYKER INSTRUMENTS 37 3.7d 1.0d 6.0d 136d
HIGI LLC 599 0.2d 0.0d 0.0d 130d
MED-CARE TRANSPORTATION (MD) 7 16.1d 14.0d 19.0d 113d
TRAINING 6 18.8d 20.0d 20.0d 113d
ADECCO STAFFING FOR SYRACUSE 15 7.4d 1.0d 5.0d 111d
NaphCare 39 2.8d 1.0d 1.0d 109d
THE DODGE COMPANY 26 4.0d 1.0d 1.0d 105d
IR Centers and Greater Boston Urology 8 12.4d 9.0d 38.0d 99d

Top 20 Slowest Cases

Case #SubjectOwnerPriorityStatusDaysCreated
00518755 New Voice Message from Level 2: Higi Green - JOHN SYKES (913) 300-1890 on 08/13/2025 1:59 PM Kiosk Support High Closed 135 2025-08-13
00518873 New Voice Message from Level 2: Higi Green - DEVILLE,CYNTHIA (304) 951-2141 on 08/13/2025 7:31 PM Kiosk Support High Closed 135 2025-08-13
00519019 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (813) 462-0682 on 08/14/2025 12:25 PM Kiosk Support High Closed 134 2025-08-14
00519025 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (813) 462-0682 on 08/14/2025 12:30 PM Kiosk Support High Closed 134 2025-08-14
00519027 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (813) 462-0682 on 08/14/2025 12:33 PM Kiosk Support High Closed 134 2025-08-14
00519034 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (813) 462-0682 on 08/14/2025 12:41 PM Kiosk Support High Closed 134 2025-08-14
00519233 New Voice Message from Level 2: Higi Green - CSA SERVICE SOL (779) 403-9103 on 08/14/2025 6:22 PM Kiosk Support High Closed 134 2025-08-14
00519375 New Voice Message from Level 2: Higi Green - CSA SERVICE SOL (973) 847-3046 on 08/15/2025 11:38 AM Kiosk Support High Closed 133 2025-08-15
00519380 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (716) 239-0087 on 08/15/2025 11:47 AM Kiosk Support High Closed 133 2025-08-15
00519392 New Voice Message from Level 2: Higi Green - CHESTER PA (484) 816-4245 on 08/15/2025 12:06 PM Kiosk Support High Closed 133 2025-08-15
00519416 New Voice Message from Level 2: Higi Green - CHESTER PA (484) 816-4245 on 08/15/2025 12:55 PM Kiosk Support High Closed 133 2025-08-15
00519513 New Voice Message from Level 2: Higi Green - ANGELLA PRINCE (321) 205-6111 on 08/15/2025 5:08 PM Kiosk Support High Closed 133 2025-08-15
00519534 New Voice Message from Level 2: Higi Green - SANDERS,HAROLD (850) 490-8447 on 08/15/2025 7:12 PM Kiosk Support High Closed 133 2025-08-15
00521047 New Voice Message from Level 2: Higi Green - KEITH ENNIS (904) 720-7839 on 08/21/2025 3:24 PM Kiosk Support High Closed 131 2025-08-21
00521097 New Voice Message from Level 2: Higi Green - KEITH ENNIS (904) 720-7839 on 08/21/2025 5:26 PM Kiosk Support High Closed 131 2025-08-21
00521099 New Voice Message from Level 2: Higi Green - CSA SERVICE SOL (612) 360-4288 on 08/21/2025 5:29 PM Kiosk Support High Closed 131 2025-08-21
00521104 New Voice Message from Level 2: Higi Green - TONY VICTORY (203) 558-6069 on 08/21/2025 5:44 PM Kiosk Support High Closed 131 2025-08-21
00519820 New Voice Message from Level 2: Higi Green - NEAL RODGERS (719) 600-9359 on 08/18/2025 12:22 PM Kiosk Support High Closed 130 2025-08-18
00519826 New Voice Message from Level 2: Higi Green - ROSETTA JAMES (570) 205-6913 on 08/18/2025 12:35 PM Kiosk Support High Closed 130 2025-08-18
00519831 New Voice Message from Level 2: Higi Green - NEAL RODGERS (719) 600-9359 on 08/18/2025 12:45 PM Kiosk Support High Closed 130 2025-08-18