Leverage the Cases Dashboard in Torq for key insights into case management metrics like user vs. automation activities, open cases overview, and response times. Optimize efficiency, task prioritization, and strategic planning with these data points.
For workspaces that have case management, the dashboard is available at Monitor > Cases Dashboard.
Dashboard Widgets Overview
Snapshot View
Open Cases: Compares the current number of cases in "New", "In Progress", and "On Hold" states to the initial count within the selected timeframe.
Closed Cases: Shows the number of cases closed or resolved against the initial count for the same period.
Cases Closed by Automation: Highlights cases closed through workflows rather than manual analyst intervention.
Case Priority
SLA Compliance: Displays the percentage of open and closed cases meeting, exceeding, or approaching SLA deadlines.
Open Cases by Severity: Provides a breakdown of open cases according to severity levels.
States Breakdown: Details the distribution of cases across various states on a given date.
Investment Planning
Cases by Category and State: Shows the number of cases in each state, categorized for deeper insight.
MTTI by Category: Measures the mean time to investigate, from case creation to its transition out of the "New" state, by category.
MTTR by Category: Indicates the mean time to resolve, tracking the duration from case creation to resolution or closure, also by category.
Analyst Performance
Case Load by Analyst: Displays how cases are distributed among team members, providing insight into individual workloads.
Time to Resolve by Analyst: This shows the average time taken by each analyst to resolve a case.
Case Activity: Automation vs. User: A comparative analysis of case management actions performed by automated workflows versus those done by users.
Use presets and filters
The same filters and presets as the ones on the Cases page are available at the top left corner of the dashboard. Apply them as needed to get metrics for the cases aligning with the selected values.
To view metrics for cases across all your workspaces, toggle the switch at the top of the page to All workspaces. Contact Torq support if you're interested in this functionality but it's not currently available in your workspace.
Customize the Cases Dashboard
Quickly personalize your dashboard to fit your needs with these steps:
Start Customizing: Click the customization icon at the top right of the Cases Dashboard to adjust widget visibility.
Manage Widgets: Decide which widgets to show or hide, customizing your dashboard's view.
Activate TV Mode: For larger displays, switch to TV mode for a clean view focusing on widgets. The dashboard auto-updates in this mode. Hover at the page top to exit TV mode and return to regular view.
Export Data from the Cases Dashboard
Export dashboard data effortlessly with two options:
Export as PDF: Click the download icon at the top right to save the entire dashboard in PDF format, capturing the view exactly as displayed.
Widget-Specific Data: Download data from an individual widget in JSON format for detailed analysis or external use.
