Case Reviews: Gathering Information About your Cases

In many situations, it's advantageous to know how well you are performing for your customers over a period of time.  Likewise, it's equally important to know how your investigators are performing for you.  Trackops offers the ability to generate "Case Reviews", on each case (and optionally each investigator), so you can track statistics about how efficient your company is functioning.

Creating A Case Review

To create a new case review, click the Settings tab, and then the Case Reviews link. Now click the New Case Review button on the right.

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There are several important parameters to configure while generating a case review:

  • Access Group:  Similar to case updates and file uploads, the ability to determine who can answer a case review is protected by the access group. In addition to being in the provided access group, the staff member must also have the permission to Edit & Complete Case Reviews.
  • Case Status: Reviews can be generated at any given stage of a case, from the beginning to the end. In most situations, like the example above, it makes sense to generate the review after the investigative work is complete so that you have some information to use while answering it. Choosing the right status will ensure that there are no reviews that cannot be answered, which provides unnecessary clutter in your system.
  • Review Type: Determine if the reviews should be generated manually by the end user (as-needed), or if the system should generate a review for a user/case when a certain status has been reached.  Typically, manual reviews are more useful when you want to track daily statistics, whereas an automated review will save you time when you want to track case performance/statistics as a whole.
  • Generate For (Auto-Generated Only): Automatically generated reviews can either be generated for each user of a specific capacity, or for the case as a whole. For example, if you choose "Investigator" as your assign type, the system will generate a review for each investigator assigned to the case. If you leave the field blank, the system will generate only one review for the case, regardless of how many investigators or other staff members are assigned to it.

Note: Auto-generated reviews are only generated when a case reaches or moves beyond the specified status.  If you have an existing case that is already in or beyond the specified status, the review will not be generated unless you move the case back to a prior status and then forward again.

Adding Questions to Your Review

Once you have configured the parameters for the review, it's time to start adding questions.  If this is your first review, you will need to create a new review question by clicking click the Add New Field button.  If this is not your first review, and the question already exists from a different review, you can reuse it by clicking the Add Line button instead of creating a new field. You should always avoid creating duplicate review questions, as these will skew reporting. 

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When adding a new field to a review, you are essentially creating a new custom field, and most of the same rules apply. There are many types of custom fields, and a full list of field types can be found on the custom field documentation page. When creating a case review, pay special attention to the (Rating) style questions, as these will affect your overall case rating (see below for a more detailed explanation).  

Once your new field looks good, click the Save Custom Field button at the bottom. This will bring you back to the previous form, and populate your review with the new question. Repeat this process, until all of your review questions have been answered.

Note: Should you ever need to make changes to an existing review field, you can edit the field by going to Settings > Custom Fields.  For minor changes, It is always a good idea to update existing fields instead of creating new fields whenever possible.  This will ensure that reporting is consistent and not fragmented across more than one field.

Rating Style Field Types

Field types denoted with the word "Rating" next to them indicate the values will affect the overall rating of the review (0-100).  Using rating fields is a great way to measure the performance of and investigator and/or the case as whole.  Regardless of how many reviews you create on a single case, the cumulative average rating will be calculated and applied to the case as the overall case rating.  Rating data can be used in reporting to identify performance issues for investigators, cases, or clients.

Completing A Case Review

After creating a case review, and have advanced a case into or beyond the specified case status, the reviews will be generated. To answer or complete a case review, click the Reviews tab from inside a case. Click on the name the review that you would like to answer, and then click the Answer Review button in the top right.

Note: If you have already answered the review, or wish to skip answering the questions, you can click the Mark Complete button to mark it complete.

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At this point, you can answer the questions in your review.  While answering the review, you can also change the status of the review to Complete as shown above. Once you save the review, you're done. You'll be able to capture statistics about this and other reviews by using the Review Statistics report.

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