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Cases Process Capability

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

Total Cases
17,244
2025-05-14 to 2026-05-14
Avg Resolution
7.5 days
σ = 25.5 days
Median (P50)
0.0 days
P75: 2.0 · P90: 12.0
Variation (CV)
342%
High variability
Outliers
16.0%
2,762 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=7.5σ=25.5CV=342%
High
P75: 6.0d
μ=24.9σ=48.9CV=196%
Low
P75: 7.0d
μ=4.0σ=3.0CV=75%
Standard
P75: 2.0d
μ=3.3σ=11.7CV=361%
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 3,362 24.9d 0.0d 6.0d
Low 2 4.0d 7.0d 7.0d
Standard 13,685 3.3d 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 15,420 8.2d 0.0d 3.0d
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 804 99.1d 111.0d 79,711d
Keith Fricke 963 12.0d 10.0d 11,583d
Virtual Tech 1,653 6.6d 0.0d 10,975d
Orders.mm 2,669 2.6d 1.0d 7,006d
Keith Canterbury 177 14.5d 12.0d 2,571d
technsupport.ts 847 2.8d 1.0d 2,389d
Sherry Reich 1,425 1.1d 0.0d 1,511d
Lisa Wright 97 14.4d 6.0d 1,397d
Kimberly Hardison 1,193 1.2d 0.0d 1,390d
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
Depot Support 37 29.9d 5.0d 1,105d
Julie Ann Shoemaker 502 2.2d 0.0d 1,089d
Shelby Robinson 1,289 0.6d 0.0d 761d

Top Accounts by Total Delay Impact

AccountCasesMeanP50P75Total DelayImpact
(Unknown) 5,883 18.3d 1.0d 8.0d 107,511d
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 39 5.9d 1.0d 7.0d 229d
Open Cities Health Center 6 37.8d 0.0d 1.0d 227d
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
COMMUNITY MEMORIAL HOSPITAL 17 7.4d 0.0d 0.0d 125d
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

Top 20 Slowest Cases

Case #SubjectOwnerPriorityStatusDaysCreated
00502668 Needs quote Virtual Tech Standard Closed 226 2025-06-17
00495534 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 218 2025-05-22
00495542 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 218 2025-05-22
00495602 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 218 2025-05-22
00502145 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 193 2025-06-16
00503184 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 191 2025-06-18
00503062 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 191 2025-06-18
00503650 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 190 2025-06-19
00503727 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 189 2025-06-20
00507102 New Voice Message from Level 2: Higi Green - CSA SERVICE SOL (931) 217-4569 on 07/01/2025 1:57 PM Kiosk Support High Closed 174 2025-07-01
00507113 New Voice Message from Level 2: Higi Green - STEFAN BANASZAK (717) 917-4606 on 07/01/2025 2:01 PM Kiosk Support High Closed 174 2025-07-01
00507216 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (605) 601-4224 on 07/01/2025 5:59 PM Kiosk Support High Closed 174 2025-07-01
00507362 New Voice Message from Level 2: Higi Green - JACK PARKER (978) 210-3312 on 07/02/2025 11:08 AM Kiosk Support High Closed 173 2025-07-02
00507363 New Voice Message from Level 2: Higi Green - M LAFONTAINE (843) 601-4712 on 07/02/2025 11:08 AM Kiosk Support High Closed 173 2025-07-02
00507526 New Voice Message from Level 2: Higi Green - CSA SERVICE SOL (779) 403-9103 on 07/02/2025 3:35 PM Kiosk Support High Closed 173 2025-07-02
00507572 New Voice Message from Level 2: Higi Green - DEVILLE,CYNTHIA (304) 951-2141 on 07/02/2025 5:15 PM Kiosk Support High Closed 173 2025-07-02
00508360 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 172 2025-07-07
00508362 eBioTrack Inspection - New Model Request Virtual Tech Standard Rejected 172 2025-07-07
00507769 New Voice Message from Level 2: Higi Green - SOPAU,RAMAN (612) 286-3575 on 07/03/2025 11:38 AM Kiosk Support High Closed 172 2025-07-03
00507839 New Voice Message from Level 2: Higi Green - U.S. CELLULAR (515) 290-9921 on 07/03/2025 2:05 PM Kiosk Support High Closed 172 2025-07-03