Case Management Overview Dashboard
Get an overview of your open Case Manager incidents and how well your team is resolving, responding to, and closing incidents.
The dashboard is organized into two sections: Open Cases and Performance Metrics.
Open Cases
Under Open Cases, view visualizations on incidents for which the status is New, In Progress, or Pending, including:
You can use these metrics to track your team's active workload and progress as they triage incidents.
New
New is a single value-style visualization that counts the number of incidents assigned the New status.
In Progress
In Progress is a single value-style visualization that counts the number of incidents assigned the In Progress status.
Pending
Pending is a single value-style visualization that counts the number of incidents assigned the Pending status.
Open Cases by Severity
Open Cases by Severity is a pie/donut-style visualization that counts the number of incidents assigned each priority: low, medium, high, and critical. Each segment represents a given priority.
Open Cases by Queue
The Cases by Queue visualization is a bar chart that counts the number of incidents assigned to each queue. The horizontal axis represents number of incidents. The vertical axis represents queues.
Open Cases by Incident Type
The Open Cases by Incident Type visualization is a bar chart that counts the number of incidents assigned each incident type. The horizontal axis represents the number of incidents. The vertical axis represents incident types.
Performance Metrics
Under Performance Metrics, understand your team's performance using visualizations, including:
You can use these metrics to justify headcount, prove that your team complies with service-level agreements (SLAs), and show your leadership what incidents are affecting your organization and how effectively your team is mitigating them.
Closed Cases
Closed Cases is a single value-style visualization that counts the number of incidents assigned the Closed status.
Avg Time to Close (hours)
Avg Time to Close (hours) is a single value-style visualization that shows the average time taken to close incidents. The time taken to close an incident is measured in hours from the incident's Event Start Time to Closed Time. Average time to close is defined by the formula:
where CT is the mean time to close, h is the number of hours between an incident's Event Start Time and Closed Time, and n is the total number of incidents closed.
Avg Dwell Time (hours)
Avg Dwell Time (hours) is a single value-style visualization that shows the average time taken to detect and respond to incidents. Dwell time is measured in hours from the incident's Event Start Time to Creation Time. Average dwell time is defined by the formula:
where DT is the mean dwell time, h is the number of hours between an incident's Event Start Time and Creation Time, and n is the total number of incidents detected and responded to.
Opened Cases by Month
Opened Cases by Month is a line graph that shows the number of incidents opened per month. The horizontal axis represents months. The vertical axis represents the number of incidents.
Mean Time to Resolution by Month
Mean Time to Resolution by Month is a line graph that shows the average time taken to resolve incidents per month. The time taken to resolve an incident is measured in hours from the incident's Creation Time to Closed Time. The average time to resolution is defined by the formula:
where RT is the mean time to resolution, h is the number of hours between an incident's Creation Time and Closed Time, and n is the total number of incidents resolved in a given month.
The horizontal axis represents months. The vertical axis represents the average hours taken to resolve an incident.
Opened Cases by Incident Type
Opened Cases by Incident Type is a bubble chart that counts the number of incidents of each incident type opened each month. The horizontal axis represents months. The vertical axis represents incident type. Each bubble represents the number of incidents.