Cases dashboard

Use the Cases dashboard to access essential case management metrics, including user vs. automation activity, an overview of the open cases, and incident response time ranges. Use these insights to enhance efficiency, prioritize tasks, and plan future investments.

For workspaces that have case management, the dashboard is available at Monitor > Cases Dashboard.

• Dashboard widgets
• Customize the dashboard
• Export data

Dashboard widgets

Explore the various sections of the dashboard.

• Snapshot view:
  • Open cases: The count of cases in the New, In progress, and On hold states compared to the initial count at the beginning of the selected time range.
  • Closed cases: The count of cases in the Closed and Resolved states compared to the initial count at the beginning of the selected time range.
  • Cases closed by automation: The count of cases closed (transitioned to Closed or Resolved states) via workflows rather than by analysts within the specified time range.
• Case priority:
  • SLA compliance: The percentage of cases (with separate charts for open and closed) meeting, surpassing, or nearing the SLA deadlines in the category of open cases.
  • Open cases by severity: The current count of open cases categorized by severity.
  • States breakdown: The count of cases recorded in each state based on the date.
• Investment planning:
  • Cases by category and state: The count of cases within each state, segmented by category. 
  • MTTI (mean time to investigate) by category: Time to investigate is measured in minutes from case creation until the case is moved to a state other than New or any of its substates. MTTI is displayed for a specific category by date. 
  • MTTR (mean time to resolve) by category. Time to resolve is measured in minutes from case creation until the case is moved to one of the Resolved or Closed states or any of their substates. MTTR is displayed for a specific category by date.
• Analyst performance:
  • Case load by analyst: The distribution of cases in each state among individual team members (analysts).
  • Time to resolve by analyst: The average duration for a team member (analyst) to resolve a case.
  • Case activity: automation vs. user: The percentage of case management activities performed by workflows compared to users.

Customize the dashboard

Customize the dashboard by clicking the customization icon at the top right corner.

• For each widget, you can select whether to show or hide it.
• Switch to TV mode to conveniently showcase the dashboard on a TV screen, as it exclusively displays widgets while concealing the page filters and icons. When in TV mode, the dashboard is continuously and automatically updated. To show the customization icon to go back to Regular mode, hover over the top of the page.

Export data

You can export the dashboard data in two ways:

1. Export the entire dashboard as you see it to PDF format by clicking the download icon on the top right.
2. Download the data presented by a specific widget. The data will be downloaded in JSON format.