Dashboard
The Case Dashboard provides a real-time summary of all case activity in the system. It helps users and managers track workload, performance metrics, and areas requiring attention, such as overdue tasks or unassigned cases.
Navigation Tabs
Located at the top of the page:
Dashboard: Returns you to this summary view.
Inbox: New or incoming cases and updates.
My Assignments: Tasks or cases assigned to you.
Other Assignments: Tasks or cases assigned to others.
Done: Completed work.
Archive: Historical or inactive cases and tasks.
Key Dashboard Widgets
Open Cases
Number and percentage of cases currently active (e.g., 33 of 40 – 83%).
Closed Cases
Cases that have been marked complete (e.g., 5 of 40 – 13%).
Unassigned Cases
Cases that are not yet assigned to any team member (e.g., 30% – red flag).
Avg. Case Resolution Time
Average number of days taken to close a case (e.g., 115.4 days).
Open Tasks
Tasks currently in progress (e.g., 147 of 165 – 89%).
Completed Tasks
Tasks that are finished (e.g., 18 of 165 – 11%).
Overdue Tasks
Tasks past their due date (e.g., 16 of 165 – 10%).
Future Tasks
Tasks scheduled for a future date (e.g., 0 of 165 – 0%).
Tasks with No Date
Tasks missing a due date (e.g., 131 of 165 – 79%).
Avg. Task Resolution Time
Average days taken to complete tasks (e.g., 433.1 days).
Each widget includes a visual percentage indicator using colour-coded rings:
Green: Completed or low risk
Yellow: In progress
Red: Needs attention (e.g., high unassigned or overdue count)
Insights Section (Bottom)
The dashboard may display additional reporting insights:
Skills Utilised
Assignment Statuses
Topics Discussed
Priority of Cases
If no data is available, a message such as "No detail to report on found" will appear for that category.
Actions
+ Add Customer Request: Opens a form to manually add a new customer inquiry or case to the system.
Best Practices
Review this dashboard at the start of your day to identify critical issues.
Pay attention to overdue tasks and unassigned cases to ensure nothing falls through the cracks.
Use resolution times to monitor service efficiency and identify delays.
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