Case management dashboard

The case management dashboard provides Experts, Professionals, and Observers with information on the status of received tickets.

Case management KPIs

The following KPIs are available for the case management. How to customize and create dashboards is described in Create and edit dashboards.

Dossiers by state

An evaluation of the case management dossiers of the active management system by their processing status is done here. There is the option of filtering by advisors. Additionally, it's possible to only display dossiers starting from a select date (dossiers before this date will no longer be displayed).

The data is selected either in the editing mode, in the dialog window, or by activating data selection in the view mode.

Double-clicking on a circle segment opens a dialog in which the respective dossiers are listed. The dossiers can also be opened by double-clicking.

Tickets by closing reason

Displays all tickets according to their reason for completion. Optionally, tickets can be filtered by advisor.

The data is selected either in the editing mode, in the dialog window, or by activating data selection in the view mode.

Double-clicking on a circle segment opens a selection dialog in which the respective tickets are listed. The tickets can also be opened by double-clicking.

New tickets

Shows all tickets that have been newly received.

Optionally, it can be configured that all tickets that are being processed but have not been assigned to a person responsible are also displayed.

The data is selected either in the editing mode, in the dialog window, or by activating data selection in the view mode.

Clicking on the subject of the ticket will open it.

Tickets by state

This is where the case management tickets from the active management system are evaluated according to their processing status.

It is possible to filter according to advisors or support teams. In addition, you can specify that only tickets received as of a specific date are displayed.

The data is selected either in the editing mode, in the dialog window, or by activating data selection in the view mode.

Double-clicking on a status opens a selection dialog in which the respective tickets are listed. The tickets can also be opened by double-clicking.