Use Case management analytics to monitor the performance of your HR case operation, identify trends, and make informed operational decisions.
The dashboards provide an interactive view of case activity across your organization. You can filter data, compare time periods, and investigate workload, service levels, backlog, and employee experience.
For an introduction to Case management analytics and how it differs from case analytics and reporting, see HR case management analytics.
Before you begin
- Ensure you have access to Analytics and the appropriate case management role.
Depending on your role, you may see:
| Role | What you can view |
| Case Administrator, Tenant Administrator | Analytics across all teams. |
| Case Manager | Analytics for the teams you manage. |
Explore the dashboards
Case management analytics includes two dashboards:
- Overview provides a high-level view of operational performance.
- Team performance focuses on advisor workload and team capacity.
Use the filter bar at the top of the page to narrow the data by team, category, priority, status, source, country, or time period. All charts update automatically when you change a filter.
Choose a time period
Select a preset time period or specify a custom date range.
Analytics automatically adjusts the timeline to suit the selected period. Many dashboard cards also compare the selected period with the previous equivalent period, making it easy to identify improving or declining trends.
Overview dashboard
The Overview dashboard helps you understand the overall health of your HR case operation.
Cases worked
Shows the number of unique cases advisors actively worked during the selected period.
Use this card to understand overall workload and throughput.
eNPS
When your organization uses employee Net Promoter Score (eNPS) surveys, this card shows how employees rated their support experience for completed cases during the selected period.
Use this card to monitor employee sentiment alongside operational metrics, helping you understand not only how efficiently cases are resolved, but also how employees feel about the service they received.
AI triaged successfully
When AI triage is enabled, this card shows how successfully AI completed case triage during the selected period.
Use this dashboard to monitor the effectiveness of automated case routing.
SLA attainment
Shows how consistently your organization meets service-level targets.
Use these cards to monitor operational performance over time.
Total net backlog change
Shows whether your backlog increased or decreased during the selected period.
Use this chart to identify whether teams are keeping pace with incoming demand.
Top backlog drivers
Highlights the categories, teams, or regions contributing most to backlog growth or reduction.
Use this information to investigate the causes of changing demand.
Time at each status
Shows where cases spend the most time during their lifecycle.
Use this information to identify workflow bottlenecks and opportunities to improve processing times.
Priority mix
Shows how work is distributed across case priorities.
Use this chart to understand the balance between urgent and routine work.
Case flags & risk signals
Shows where case flags are most commonly applied across categories.
Use this view to identify trends that may require additional attention or support.
Team performance dashboard
The Team performance dashboard helps you understand how work is distributed across advisors and teams.
Advisor and team workload
Shows workload, utilization, and throughput for advisors or teams.
Use these cards to identify overloaded teams, rebalance work, and monitor capacity.
Use filters to investigate trends
Start with a broad view of your organization, then apply filters to investigate specific areas.
For example, you can:
- Filter by team to compare workloads.
- Filter by category to identify high-demand services.
- Filter by priority to understand urgent work.
- Filter by country to compare regional trends.
- Change the reporting period to compare performance over time.
Best practices
- Review analytics regularly to identify trends before they become operational issues.
- Compare multiple time periods to understand whether changes are temporary or sustained.
- Investigate unusual trends by applying filters rather than relying on organization-wide totals.
- Consider operational performance alongside employee experience when evaluating success.
- Use analytics to support staffing, routing, and process improvements.