Cases Dashboards empowers you to gain key insights into case management metrics, helping you to optimize processes, prioritize tasks effectively, and plan strategically. Regularly reviewing the available dashboards allows you to transform data into actionable insights, ensuring your HyperSOC operates efficiently through informed decision-making.
Explore dashboards
Navigate to Monitor > Cases Dashboards to access the dashboards available for your workspace. The available dashboards allow you to review key metrics and track case-management performance.
Cases Dashboards are in workspaces with case management and are accessible to users with roles that include the dashboard.read scope. If you cannot access the Cases Dashboards page, it may indicate that no dashboards are currently configured for your workspace.
Modify dashboard layouts
The view button at the bottom right of a widget allows you to switch between a horizontal and vertical view of the legend. The setting is applied locally and does not impact other users who have access to the dashboard.
Apply filters
Use the filters at the top of the page, similar to those on the Cases page, to focus on specific cases and ensure the widgets display the most relevant information.
Filters applied to individual widgets will override page-level filters.
The filter override icon next to the widget title indicates that the widget's time range overrides the dashboard's time range.
Investigate data segments
To investigate specific data segments in your widgets, hover over the segment and click Show cases. This opens a filtered view in the Cases page that shows only the cases that make up the segment.
For table charts, click a case ID to view a single case or click Cases found at the top of the table to view all cases.
Analyze data with Socrates
To analyze widget-specific data with Socrates, click the Analyze with Socrates button at the top right of the relevant widget. This opens a Socrates conversation pre-loaded with the widget's data and context.
To analyze all widget data at the dashboard level, click the Analyze dashboard with Socrates button at the top right of the page. This opens a Socrates conversation pre-loaded with all the dashboard's data and context.
Socrates data analysis is disabled for dashboards viewed across All Workspaces.
View metrics across workspaces
Toggle the All Workspaces switch at the top of the page to view metrics across all your workspaces.
Dashboard controls and options
These options are available at the top of the dashboard:
All Workspaces view: Use the toggle in the top-left corner to choose between analyzing cases in the current workspace or across all your workspaces.
Filters: Use the filters to narrow down the cases evaluated across all dashboard widgets. Filters specified within individual widgets override the dashboard filters.
The dashboard's default time-range filters will show cases Created during the Past 14 days. You can select other activities or time ranges.
Created: Shows cases created during the time range.
Closed: Shows cases closed during the time range.
Open within: Shows cases that were in an open state at any point during the time range.
To change the time range, select a predefined option (relative or previous period) or click Select from calendar to choose custom times and dates.
Relative: A relative time range represents a rolling period calculated backward from the present day. For example, selecting Past 14 days displays data from 14 days ago up to today. Year to date refers to January 1st of the calendar year up to the present day.
Previous period: Previous week, month, and quarter reflect period-based ranges, irrespective of the current date. For example, Previous week refers to Mon–Sun of the last week.
Custom: A fixed range selected from the calendar.
The values are determined by the end date of the selected time range.
Settings:
Dashboard details: View and edit the dashboard's name and description, and view details about the creator and creation date.
Dashboard visibility: Allow or restrict dashboard visibility.
The dashboard can be Private (default), restricted to Selected workspace users (and user groups), or available to All workspace users.
Account owners with the
bypass.dashboard.access.restrictionscope can see all dashboards, regardless of the selected dashboard-visibility level.Read/write permissions are still determined by roles and scopes.
Duplicate dashboard: Create a copy of the current dashboard to use as a starting point for modifications.
Delete dashboard: Permanently remove the dashboard.
View settings:
Enable TV mode for a streamlined widget-focused view for larger displays that auto-refreshes data.
Enable Data segment values to display the values of each data segment in a widget. The data segments will be visible when exporting the dashboard as a PDF.
Widgets: Hide specific widgets from the dashboard, with the option to unhide them later.
Download as PDF: Save the entire dashboard in PDF format for easy sharing or offline use.
Update: Click the Update icon to refresh the data.
Scheduled reports: Configure automated report deliveries for the dashboard.
Scheduled reports
Reports are sent to specified recipients with a link to the dashboard, and optionally, with a PDF attachment of the rendered dashboard, on a predefined recurring basis. Scheduled reports is supported in single workspace view, and not in All Workspaces view.
To create or edit scheduled reports, dashboard.write is required.
To create a scheduled report:
Open Scheduled reports: Click the Schedule reports icon and then + Create report.
Set up the report:
Give the report a name.
Set the frequency and timing of the report (daily, weekly, monthly or quarterly).
Add individual recipients, group recipients, or external email addresses
Optionally apply filters to scope the report, such as by case state, category tags, assignee, or severity.
Optionally select a Time range for the data in the report, such as previous week (default), previous month and last 7 days.
Attach PDF to email is enabled by default. If this is deselected, the email will only include a link to the dashboard historic view in Torq based on the selected time range.
Test the report: Send a test report to yourself or the specified recipients to validate delivery and to preview the report.
Finalize: Click Schedule report to save.
Activate or deactivate: Use the toggle for each listed scheduled report to activate or deactivate it.
When active, each report execution fires a Scheduled Report Executed system trigger that can be used in a workflow to route the report link to Slack, Teams, or any other channel. When PDF attachment is enabled, the trigger payload also includes a link to a tqfile of the rendered PDF.
