Case Management
Case Management Dashboard
The Case Management Dashboard provides a comprehensive overview of all case activities in Case Management. It helps you track the volume, severity, and status of cases, monitor performance metrics like MTTR (Mean Time to Resolution), and measure automation-driven savings. Visual graphs and data points make it easy to identify trends, workload distribution, and overall efficiency.
This image is provided as an example of a Case Management Dashboard. The appearance of your own Dashboard may vary depending on how you configure your case management workflows, data sources (i.e alerts, observables, actions) and customization options.
| Component | Description | |
|---|---|---|
| 1 | Open Cases | Displays the total number of open cases, organized by Critical, High, Medium, and Low severity levels. This provides a quick snapshot of the current case load by urgency. |
| 2 | High and critical severity cases | A line chart showing the number of active High and Critical severity cases over a selected time period. Use the timeframe dropdown to filter and view trends for different periods. |
| 3 | High and Critical Severity Cases Created and Resolved | A line chart showing how many High and Critical severity cases were created and resolved over a specified timeframe. Easily adjust the timeframe using the dropdown to analyze case flow trends. |
| 4 | Case Status’s- Open, In progress and Closed | Provides the current status breakdown of all cases, including New, Open, In Progress, Escalated, and Closed cases. Includes average time spent in each status to help monitor case handling efficiency. |
| 5 | Money Saved and Time Saved and Actions Automated | Summarizes the cost savings, hours saved, and automated actions achieved through Case Management. Adjust the timeframe to view ROI for different periods |
| 6 | Alerts | Displays the total number of alerts processed, along with a breakdown by vendor (such as CrowdStrike, Okta, ProofPoint) to show where alerts are coming from. |
| 7 | Performance Metrics | Key performance indicators including MTTR-(the average time it takes to resolve a case), Manual MTTR-(the average resolution time excluding cases that were closed automatically), percentage of automatically closed cases, and SLA compliance rates. Useful for evaluating team efficiency and process effectiveness. |