A case can count as reopened once in the closed cohort. Zero closures produce no rate.
Case routing / Customer experience analyst
Reopen Watch
Identify queues whose reopened-case share exceeds their own review threshold.
01 / Inputs
Working sheet
Edit any cell to recalculate. Use anonymous references. Data stays in this browser tab and clears when you reload.
| Queue | Closed cases | Reopened | Alert above % | Row |
|---|
02 / Review
Decision sheet
| Queue | Reopened | Closed | Rate | Action |
|---|---|---|---|---|
| Billing | 8 | 50 | 16% | Review |
| Returns | 2 | 40 | 5% | Within rule |
Request a custom workflow
€149 one-time pilot after written scope agreement. JB Codex adapts one repeated job with a worked example and owner review.
The free tool runs independently on your device.