OpenText Core Case - OpenText Magellan BI & Reporting Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Magellan BI & Reporting

1. Case Operations Dashboards for Supervisors

Data flow: OpenText Core Case → OpenText Magellan BI & Reporting

Case records, task status, aging, SLA milestones, and resolution outcomes are sent from OpenText Core Case into Magellan BI & Reporting to create operational dashboards for team leads and managers. This gives supervisors a real-time view of backlog, bottlenecks, overdue cases, and workload distribution across agents or departments.

• Improves visibility into case throughput and service levels
• Supports daily staffing and prioritization decisions
• Helps identify recurring process delays and escalation patterns

2. Compliance and Audit Reporting Across Case Files

Data flow: OpenText Core Case → OpenText Magellan BI & Reporting

Case metadata, decision history, approvals, attachments, and exception handling details are extracted from Core Case and analyzed in Magellan BI & Reporting to produce audit-ready compliance reports. This is especially useful for regulated processes such as claims, investigations, complaints, and policy exceptions.

• Creates consistent reporting for internal audit and regulators
• Tracks whether required steps were completed within policy timelines
• Reduces manual evidence gathering during audits and reviews

3. Root Cause Analysis of Case Trends

Data flow: OpenText Core Case → OpenText Magellan BI & Reporting

Historical case data is analyzed in Magellan BI & Reporting to identify patterns such as repeat issue types, common rejection reasons, frequent escalations, and high-risk case categories. Business teams can use these insights to improve policies, training, and upstream processes.

• Highlights recurring operational defects and service issues
• Supports continuous improvement initiatives
• Helps reduce case volume through process fixes and prevention

4. Executive Performance Reporting for Case-Based Operations

Data flow: OpenText Core Case → OpenText Magellan BI & Reporting

Core Case data is consolidated into executive scorecards that show case volumes, resolution times, SLA compliance, customer impact, and productivity by business unit or region. Leadership can use these reports to compare performance across teams and track progress against operational targets.

• Provides a single source of truth for leadership reporting
• Enables benchmarking across teams, sites, or service lines
• Supports strategic planning and resource allocation

5. Embedded Analytics Inside Case Workspaces

Data flow: OpenText Magellan BI & Reporting → OpenText Core Case

Magellan BI & Reporting dashboards and key metrics can be embedded into Core Case workspaces so case workers can see relevant performance indicators while handling a case. For example, an agent can view average resolution time, similar case outcomes, or risk indicators without leaving the case screen.

• Improves decision-making at the point of work
• Reduces context switching between systems
• Helps agents apply consistent handling based on historical trends

6. Risk Scoring and Priority Segmentation

Data flow: Bi-directional

Magellan BI & Reporting analyzes historical case patterns to identify attributes associated with high-risk or high-impact cases. Those insights are then fed back into Core Case to help classify new cases by priority, complexity, or escalation likelihood. This supports smarter routing and faster attention to critical cases.

• Improves triage and prioritization of incoming cases
• Helps route complex cases to specialized teams
• Reduces missed deadlines on high-risk matters

7. Management Reporting on Knowledge-Driven Workflows

Data flow: OpenText Core Case → OpenText Magellan BI & Reporting

Core Case task completion data, reviewer comments, and decision outcomes are analyzed to measure how effectively knowledge-driven workflows are operating. This is valuable for processes such as customer complaints, insurance claims, HR investigations, and policy exception handling where consistency and accountability matter.

• Measures workflow adherence and decision consistency
• Identifies training needs by team or process step
• Supports governance over complex, multi-step case handling

8. Closed-Loop Process Improvement

Data flow: OpenText Core Case → OpenText Magellan BI & Reporting → OpenText Core Case

Case outcomes and performance metrics are analyzed in Magellan BI & Reporting to identify process gaps, then the resulting insights are used to update case templates, routing rules, or task structures in Core Case. This creates a closed-loop improvement cycle that continuously refines case handling.

• Turns reporting insights into operational changes
• Improves case quality and standardization over time
• Aligns analytics with process governance and execution