Case Manager Dashboard

As a case manager, use the Case Manager Dashboard to gain insights into the metrics for cases with the support groups. You can track the open, critical, unassigned, SLA breached cases, VIP requester cases, and so on. By using this dashboard, you can monitor the workload of team members, compare the workload of team members, and ensure that cases are resolved in a timely manner.

Related topics

Configuring-dashboards-with-additional-customizations

Creating-and-customizing-dashboards

Sharing-and-embedding-dashboards


Example: View critical and SLA breached cases

Bill, an HR manager in Apex Global wants to view the number of critical HR cases and the percentage of SLA breached cases in the last 90 days.

Bill performs the following steps to get the required information:

  1. Bill logs in to BMC Helix Dashboards and opens the Case Manager Dashboard.
  2. In the Case Manager Dashboard, in the Line of Business filter, he selects Human Resources.
  3. In the time range filter, he selects Last 90 days.
    The dashboard displays the relevant data.

Bill views the Critical cases panel and the SLA breached panel to see the number of critical HR cases and the percentage of SLA breached cases.

The following image shows the Case Manager Dashboard with the sample data:

image-2023-8-9_12-47-53.png


To view the Case Manager Dashboard

  1. From the navigation menu menu_icon.png, click Dashboards.

  2. Click the Helix Business Workflows folder and then click Case Manager Dashboard.

    Tip: Quick access from the home page

    To quickly open the dashboard from the home page, mark it as a favorite by using the star icon image2021-12-1_17-11-57.png. Additionally, after you open a dashboard, it is available under Recently viewed dashboards on the home page.


Panels in the Case Manager Dashboard

The Case Manager Dashboard shows the case metrics for the selected support group.

The following table describes the panels in Case Manager Dashboard:

Panel

Description

Example

Dashboard filter

The following are the filters you can use to filter the information on the dashboard:

  • Line of business: Select Human Resources line of business to view the HR related case details.
  • Company: Select a company to view details for a specific company. The default value is All.
  • Assigned group: Select a support group to view details for a specific support group. The default value is All.

By default, the dashboard displays data for the last 30 days. Filter the data by using the time range global filter.

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23_1_02_WorkplaceDashboardTimeRangeFilter.jpg

Open cases

The number of open cases for the selected support group.

image-2023-8-14_22-54-59.png

Critical cases

The number of open critical cases for the selected support group.

image-2023-8-14_22-56-23.png

SLA breached

The number of SLA breached cases for the selected support group.

image-2023-8-14_22-57-22.png

Unassigned cases

The number of open unassigned cases for the selected support group.

image-2023-8-14_22-58-41.png

Requester VIP cases

The number of open cases from VIP requesters for the selected support group.

image-2023-8-14_23-10-26.png

Open cases by location

The number of open cases by location for the selected support group.

To view the cases for a particular location, click the corresponding area on the donut chart. 

image-2023-8-14_23-13-4.png

Open cases by category

The number of open cases by category for the selected support group. 

To view the cases for a particular category, click the corresponding area on the donut chart. 

image-2023-8-14_23-15-9.png

Cases by priority

The number of open cases by priority for the selected support group.

To view the cases for a particular priority, click the corresponding area on the donut chart. 

image-2023-8-14_23-16-33.png

Open cases by age

The number of open cases by the number of days the cases are in open state for the selected support group.

image-2023-8-14_23-17-22.png

Open cases by assignee

The number of open cases by assignee for the selected support group. Use this panel to monitor the workload of team members.


image-2023-8-14_23-31-45.png





 

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