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About the Cases dashboard

The Cases dashboard gives Case Administrators a real-time view of how your HR team manages employee cases. It helps you monitor activity, track performance, and identify where attention or resources may be needed.

Each chart reveals key trends and performance metrics to support decisions around staffing, training, and policy improvements. By reviewing this data regularly, you can act early to prevent backlogs, ensure SLA compliance, and improve employee experience.

Charts on the dashboard

Trend – Open vs Closed cases

This chart shows the number of cases opened and closed each month.
Use it to:

  • Check if the team is keeping up with case volumes.
  • Spot spikes in case creation, for example, after a new policy launch or during payroll cycles.
  • Identify growing backlogs when open cases outpace closed ones.
Trend-OpenVsClosedCases.png

Open Cases by priority

This pie chart breaks down the number of open cases by priority (Low, Medium, High, Critical).
Use it to:

  • Monitor how well urgent cases are being handled.
  • Escalate high-priority cases that remain unresolved.
  • Review low-priority case volumes to assess processing efficiency.
OpenCasesByPriority.png

Category – Average resolution (hours)

This chart shows the average time to resolve cases by category, measured in hours.
Use it to:

  • Identify categories with slower resolution times.
  • Review whether additional support or process improvements are needed in specific areas, such as Payroll or Employee Relations.
Category-AverageResolutionHours.png

Category – Open cases

This chart shows how many open cases exist per category.
Use it to:

  • See which HR topics are receiving the most submissions.
  • Spot overloaded categories where resource allocation might need adjusting.
  • Prepare for seasonal peaks, such as increases in Leave requests during holiday periods.
Category-OpenCases.png

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