It’s common to track key performance metrics in Salesforce, as it’s essential for understanding how well your team is performing. One of the commonly-checked key metrics that can be very insightful in the service or customer support industries is the number of cases closed per user. Managers often want to gauge individual performance, and a user’s average number of cases closed per month may give an idea of how productive a user is.
That said, let’s get into it and create this report together!
Creating the Report
- In Salesforce, go into the Reports tab and click “New Report”.
- Select “Cases” as the report type and click “Start Report” on the right.
- Next, let’s make sure to filter the report to only display closed cases. Click the Filters tab and add a filter where Closed is set to True.
- Go back to the Outline tab and customize your report according to the fields you’d like to see in the rows and columns. I removed some initial fields, such as Age, Open, and Closed, since we’re filtering the report to show only closed cases, and then added Contact Name.
- Now, on to the groupings. Two fields are important in this scenario: Date/Time Closed and the Case Owner. I’d like to group the rows by Case Owner and the columns by Date/Time Closed. Search for and select the appropriate fields in the quick find boxes, like so:
You should now have a simple matrix report grouped by row and column.
- Notice how the column headers display specific close dates. Since we only want to see months, click the down arrow next to Date/Time Closed and select “Group Date By…”. Then, click “Calendar Month”.
- Your report preview should now display months instead of specific dates. Click “Run” to view the full report without saving. You can stop here if you only need to see a report showing a simple count of cases closed per user per month.
Getting the Average
- But since we’re calculating the average number of cases closed per user per month, we need to make a few more tweaks to the report. First, let’s consider this: to get an average, we need a specific date range. A reasonable choice here would be your business’ fiscal year or the calendar year. From the ‘Run’ view, click “Edit” to return to editing mode for your report.
- Let’s further filter the report to show only closed cases within a specific date range or year. In my case, I added a filter for all cases closed in the calendar year 2025, configured as follows:
You can set this up to any date range you’d like.
- Next, let’s create a summary formula to calculate the average number of cases closed per month throughout the year. Click “Fields” on the far left, and then “+ Create Formula”.
- Give it a label, “Average Closed Cases per Month”, along with a description. I wrote that this formula calculates the average number of closed cases per user per month for the entire calendar year. Keep the output type set to “Number” and the decimal points to 2.
- In the formula editor, type “record count” to indicate the total number of records appearing per user. Select it from the search results, and it should show up in the editor as “RowCount”.
- There are 12 months in a full calendar year, so to calculate the average, divide the number of records closed per user by 12. The formula editor should display “RowCount/12”.
If your date range (from the filter we added) includes a different number of months, change it accordingly.
- On the right side, you should see “Display” and “How to apply this formula”. Select “Selected Groups” and set the Row Group to “Case Owner”, indicating the calculation should be done per user. Keep the Column Group set to “Grand Total Only” and click “Apply”.
- Click “Run” to see how your formula worked.
Based on the results above, we can get the following insights:
- A total of four people closed cases in 2025: Annie, Admin, Laila, and Ollie.
- The February 2025 column shows the number of cases closed per user in February.
- The Total column shows two numbers per cell: the total number of cases closed by the user for the whole year, as well as the average number of cases closed by the user per month within the year. Annie Meyer, for example, closed a total of four cases for the year, averaging at 0.33 cases per month (4 ÷ 12 months).
Note: I understand that 0.33 doesn’t make much sense in this example, since you technically cannot have ‘less than one’ closed case. However, this is only due to the limited data available in the demo org used.
For an org with more cases closed throughout the year, the total would definitely be greater per user, which will yield a larger number when divided by 12 months.
Final Thoughts
Creating a report to calculate the average number of cases closed per user per month is a straightforward process, as long as you know what you’d like to see from the results. This tutorial provides a simple, step-by-step guide that creates a matrix report, with the addition of a summary formula to calculate the average.
By grouping cases by owner, filtering for closed cases within a specific date range, and using a simple summary formula, you can easily track each user’s performance trends over time. This can help identify top performers, allocate resources effectively, and even set realistic benchmarks for case resolution.
Try this out in your org and refine the filters and formulas to suit your business needs. What other scenarios have you used matrix reports and summary formulas for? Leave them in the comments below!