Understand team performance and customer reporting

Review team activity fairly

Issuance belongs to the member who issued the warranty. Assignment describes who is currently assigned a claim. Handling, decisions, and resolutions belong to the member recorded as performing the action. Moving a claim to another assignee does not transfer credit for earlier decisions or resolutions.

Claims handled counts distinct claims with a recorded member status change during the period. Notes and assignment changes alone do not count as handling. Unknown historical actors remain unavailable; they are not credited to the current assignee.

1. Open Reports, then Team. Choose the period and comparison and Generate report.
2. Review issuance and current assignment totals, then use Breakdown to inspect Team Activity or Resolvers.
3. Use Current assignee, Handling actor, Decision actor, or Resolution actor filters for the question you want to answer. Generate again after changing filters.

Review customer activity

Customers covered counts distinct saved customer records on warranties issued in the period, not inferred people. New customers were created in that period; returning customers were created earlier. Missing creation dates are excluded from that split.

Multiple warranty customers have more than one warranty issued in the selected period. Customers with claims counts distinct customers on claims opened in the period. Warranties per customer and Claims per customer use their respective records with a customer association; unassociated records are excluded from both parts of each average.

Customers expiring counts customers on selected issued warranties expiring from today through 30 days from today. Use Expirations for a separate expiration-date inventory.

1. Open Customers in Reports and generate the desired period.
2. Compare customers covered, warranties, customers with claims, and averages. Use Breakdown or available row links to inspect the warranties and claims.

Use names and exports carefully

Customer and detail reports can contain customer names. These reports are available only to authorized Owners and Admins on Scale. Keep downloaded copies with the people who need them for the business task.