Cases performance dashboard
Use the Cases performance dashboard to monitor case volume, resolution rates, and SLA compliance in one place. The dashboard helps you identify bottlenecks, track team performance over time, and prioritize process improvements across case templates.
The dashboard provides a single place to view case operations metrics. Use the dashboard to view metrics such as cases created, average resolution time, SLA achievement rate, and first-contact resolution percentage. You can drill down by case template, status, assigned queue, or agent to identify trends and areas for improvement.
Contents
Enable access to the dashboard
Make sure that you assign the appropriate security profile permissions to users. The following section describes the permissions required for manager access.
Manager access
Managers can access the dashboard within Analytics and Optimization > Dashboards and Reports. Grant managers the appropriate security profile permissions:
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Access metrics - Access permission or the Dashboard - Access permission. For information about the difference in behavior, see Assign permissions to view dashboards and reports in Connect Customer.
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Cases - Case Fields - View: With this permission, you can view case field values used in dashboard groupings and filters.
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Cases - Case Templates - View: With this permission, you can view case template names in dashboard widgets.
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(Optional) Saved reports - Create, View, Publish: Grants managers permissions to create custom saved dashboards and publish them to agents and other managers.
Note
Both Case Fields - View and Case Templates - View permissions are required to access Cases metrics on the dashboard. If either permission is missing, the dashboard doesn't display Cases metrics.
Access control for the Cases performance dashboard
Note
Tag-based access control (TBAC) is not supported for the Cases performance dashboard. You can view metrics for all cases if you have the required security profile permissions, regardless of access control tag configuration on your security profile.
To restrict which case data users can view, use the security profile permissions for Case Fields and Case Templates. For more information about tag-based access controls in Connect Customer, see Apply tag-based access control in Connect Customer.
Specify "Time range" and "Compare to" benchmark
Use the Time range and Compare to settings to view case performance over a specific period and benchmark it against a prior period. The following examples show typical configurations:
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Time range: Select from intraday (trailing 8 hours), daily, weekly, monthly performance. You can view data up to 3 months in the past.
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Compare to: Compare performance with prior time period (for example, prior week, prior month, and more).
Examples of "Time range" and "Compare to" configurations
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Use case 1: Compare weekly case creation
Configure the dashboard as follows:
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Time range: Week
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Time: This week
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Compare to: Prior time period (Week, Prior week)
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Use case 2: Compare month-over-month case performance
Configure the dashboard as follows:
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Time range: Month
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Time: Last month
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Compare to: Prior time period (Month, Prior month)
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Use case 3: Compare today's resolution performance with yesterday
Configure the dashboard as follows:
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Time range: Trailing
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Time: Today (since 12 am)
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Compare to: Prior time period (Day, Prior day)
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Cases performance summary
Use the Cases performance summary widget to view key case metrics for the selected time range, compared to the benchmark period.
The following metrics are displayed:
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Cases created: Total cases created during the time range.
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Resolved case actions: Total cases resolved during the time range.
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Reopened case actions: Total cases reopened during the time range.
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Avg. case resolution time: Average elapsed time from case creation to resolution.
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Percent cases first contact resolved: Percentage of cases resolved with only a single associated contact.
Each metric shows the current value and the prior period value for comparison.
The following image shows an example Cases performance summary widget.
SLAs by status chart
Use this chart to view the number of SLAs created, grouped by SLA status (Active, Overdue, Met, Not met). You can assess how many SLAs are active versus resolved. You can also identify overdue SLAs that need attention.
You can add filters to narrow the view to specific case templates or SLA names.
The following image shows an example SLAs by status chart.
Cases by template table
Use this table to view case metrics broken down by case template. You can compare performance for each case template in your domain.
The following columns are displayed:
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Case template
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Cases created
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Resolved case actions
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Avg. case resolution
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Avg. case related (average contacts per case)
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Percent cases first contact resolved
You can sort by any column and add filters to narrow results. You can also set custom thresholds to highlight values. For more information, see Modify thresholds for summary widgets and tables.
The following image shows an example Cases by template table.
SLAs by name table
Use this table to view SLA metrics grouped by SLA rule name and assess which SLA rules are meeting their targets and which need attention.
The following columns are displayed:
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SLA name
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Cases SLAs created
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Percent SLAs achieved
The following image shows an example SLAs by name table.
Cases resolution trend chart
On the Cases resolution trend chart, you can view trends at 15-minute, daily, weekly, or monthly intervals. The available intervals depend on time range selections. For example, for a Time range of monthly, you can view trends at weekly and monthly intervals.
The chart shows Resolved case actions (bar) and Percent cases first contact resolved (line) over time.
Use the Interval selector to change the granularity. You can also add filters to focus on specific case templates or queues.
The following image shows an example Cases resolution trend chart.
Case templates by SLA chart
Use this stacked bar chart to view Cases SLAs created for each case template, with a breakdown by SLA status (Active, Overdue, Met, Not met). You can identify which case templates have the most SLA activity and the highest rates of overdue SLAs. Use this information to prioritize process improvements for specific case types.
The following image shows an example Case templates by SLA chart.
Limitations
The following limitations apply to the Cases performance dashboard:
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Data retention: You can view dashboard data for up to 3 months in the past.
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Tag-based access control: Tag-based access control (TBAC) is not supported for the Cases performance dashboard. If you have the required permissions, you can view metrics for all cases.
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Hierarchy-based access control: Hierarchy-based access control (HBAC) is not supported for the Cases performance dashboard.
