Dashboards in the [Cases] section
The Dashboards view contains: diagrams, metrics, rating lists and reports.
Note
More information about working with dashboards and dashboard setup is available in a separate article.
The [Current status of the open cases] tab
The tab contains summary information about open cases regarding the support line, source, priority and related services. Cases that are assigned neither the resolved nor the final status are considered open.
| Workload per support line | Diagram displays how active cases are grouped by support line. |
| By channels | The diagram displays how open cases are grouped by source. |
| Number of active cases | The indicator displays the number of currently open cases. |
| By priority | The diagram displays how open cases are grouped by priority. |
| By services | The diagram displays how open cases are grouped by service. |
The [Quarterly KPIs] tab
The tab displays key performance indicators (KPIs) that define the quarterly performance of the service team.
| Registered and closed cases by month | This chart displays new cases and closed cases grouped by month. cases registered, and cases closed in the current quarter and grouped by month. |
| Monthly overdue | This diagram displays the number of cases with an overdue response or resolution time. The data is grouped by month. Only cases registered in the current quarter are considered. |
| Contacts by number of cases | The list of 15 contacts that submitted the most cases during the last quarter. The data is sorted in descending order of number of cases. |
The [Case analytics of the quarter] tab
This tab displays the cases by quarter statistics.
| Monthly overdue | This diagram displays the number of cases with an overdue response or resolution time. |
| Cases sources | The diagram displays the number of cases by case sources. |
| Case categories | The diagram displays the number of cases by categories. |
| Registered and closed cases by month | The diagram displays the ratio between closed and registered cases. |
See Also
