The Case Dashboard helps users view reports that are based on case categories and priorities. Case agents, case managers, and case business analysts can also view the case metrics based on the number of cases created, assigned, and pending. Users can view the data in Case Dashboard for only those records to which they have access.
Reports in the Case Dashboard
In Case Dashboard, you can view the following reports:
- Case Trend by Category
- Cases by Priority
- Case Statistics
The following image shows the Case Dashboard:
Case Trend by Category
The Case Trend by Category report is an interactive line chart that displays the number of cases that are created based on categories. You can use the following filters to view the data in the Case Trend by Category report:
- Creation Date
The following image shows an example of the Case Trend by Category report:
The line chart displays the number of cases based on the creation date that you select from the filters. Each category is displayed by a different line on the line chart. You can hover the mouse over the line chart to view the number of cases by category, date, or time. To view data across multiple years, navigate to the appropriate year tab.
Cases by Priority
The Cases by Priority report is an interactive bar chart that displays the number of cases based on the priority (critical, high, low, and medium). You can use the following filters to view the data in the Cases by Priority report:
- Creation Date
- Assigned Group
The following image shows an example of the Cases by Priority report:
In the Cases by Priority report, for each priority, cases are further segregated by assigned groups. Each assigned group is displayed with a different color to identify the group. Click each priority bar to view the details of all the cases in the priority.
The Case Statistics report shows the following key metrics for cases:
- VIP cases opened today
- SLA breached open cases
- Unassigned cases
- Critical open cases
- Pending cases
The following image shows an example of the metrics that you can see in the Case Statistics report:
You can view the metrics to get a snapshot of the number of cases that are open, pending, and unassigned. You can also view the number of VIP, SLA breached, and critical cases. By viewing the metrics, you can take a decision about the priorities for the different cases and ensure that critical cases are quickly resolved.