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 dashboard. 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 filter for the advisor can be either fixed in edit mode, or the selection is activated in 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 filter for the advisor can be either fixed in edit mode, or the selection is activated in 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.

This setting can either be done in the edit mode, or the selection can be activated 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 filter for advisors and the date of entry can either be fixed in the edit mode, or the selection can be activated 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.