There is a saying in management that states “What is not measured is not managed”. To help administrators easily measure successful outcome rates and seek performance improvements, the Case Outcome Report is used. As an example, a report showing “Service Contract” performance will look like the following:

Please see the below example of a Case Outcome Report showing the “Service Contract” status:

In the above example, “Service Contract” is used as a “Grouping field” so all cases that have a specific Service Contract will be grouped per row and then calculations are applied for each group. In this example, 20% of closed cases for “NSW: Insurance Co ABC” have “Work completed” as an outcome.

National Average: the total number of cases for each outcome in the database is divided by the total number of closed cases in the database. The only filter used for the national average calculation is the date range.

The case outcome report is based on closed cases only. The colour scheme to be used when showing data in the report depends on the “success” status of the outcome. As an example, a 1% “Return to Work” rate is a bad thing (should be highlighted in red) but a 1% permanent disability might be green. For the colour scheme to work, some steps need to be followed.

In the Options Menu > Common Lists Tab > Outcome Status:

In the Options Menu/Common Lists Tab/Outcome/Outcome Status list, success or failure for each outcome needs to be mapped as below:

To access the Case Outcome Report, you require permission in Admin > Manage Users > User View tab as shown below:

Then when you have the required permission, please go to the Reports Menu > Case Outcome Report to select the required criteria:

Please see below a screenshot example after the Case Outcome Report is built:

There is also a bar chart available:

There are 3 entries that need to be populated to ensure the reports function correctly:

They can all be accessed from the Options menu, Common Lists tab. The first two fields are then mapped to the Outcome field.

Closure Status Option

Under the list type, select “Closure Status Option”. Add, edit or delete the closure status descriptions to achieve the headings that should appear in the report.

The Outcome Status

This field defines whether the outcome is a “success” and the report will display a 100% status. If “unsuccessful” the rate is 0%.

Setting up the Outcome

Ensure that the list of entries in the Outcome tab is complete. Then add, delete, and/or edit entries as required. Note that you can also set up the Outcome to be:

An entry for Outcome will be required when the case is closed.

Other Outcome options

Specific Outcome rules can also be set up via the Charges menu that apply only for one Service Level Contract. These are defined in the Charges menu.

The second step is to add/delete or edit the entries for each contract if needed via the Templates tab and the Outcomes sub-tab.

You may need to check the Force Outcome Rules option in the Charges > (Selected Service Contract) > Options tab.

If you then stay in the Charges Menu for the same service contract and click on the Templates Tab and then the outcomes tab as per the below screenshot (highlighted with the arrows), the outcome list is specific for that Service contract and a reduced list from the full list in the Options menu/Outcomes, if you need to add any more outcomes for this particular Service Contract you can click Add as shown below:

Note: Before you can use Case Outcome Reports they MUST be configured as shown above and will ONLY work for Closed Cases (as this is a report on the outcome, not the current status).