Use service levels to prioritize your work, identify cases that need attention, and keep cases moving toward resolution.
Every case includes service-level indicators that help you understand whether you're meeting your organization's commitments. As you work a case, use the service-level ring and the Analytics tab to identify cases that need action before they become overdue.
For an overview of how service levels work, see Understand case analytics and service levels.
Read the service-level ring
The service-level ring appears in the case list and case header.
The ring gives you an at-a-glance view of the case's current service level.
| Ring | Meaning |
| Green | Targets are on track. |
| Amber | One or more targets are approaching their deadline. |
| Red | One or more targets have been breached. |
| Pause | Time-based metrics are paused while the case is Waiting or On Hold. |
| Waiting | The metric is waiting for an event before it can be assessed. |
| ✓ / ✕ | A completed metric that either met or missed its target. |
| Neutral | No applicable target or the metric isn't currently measured. |
Hover over the ring to see a summary of the current status.
If the ring is amber or red, open the case and review the Analytics tab.
Review case analytics
- Open a case and select Analytics.
Metrics are grouped to help you identify the most important issues first.
| Section | Contains |
| Needs attention | At-risk and breached metrics. |
| Active | Metrics currently being measured. |
| Waiting | Metrics waiting for an event, such as a survey response or AI assessment. |
| Done | Completed metrics and their outcomes. |
| Canceled | Metrics that no longer apply. |
For each metric you can view:
- The configured target
- The current value
- Time remaining or overdue duration, where applicable.
The Time at each status section shows how long the case has spent in each status.
Prioritize your work
When deciding what to work next:
- Resolve breached cases first.
- Work at-risk cases before they breach.
- Review high-priority cases.
- Continue with your remaining assigned work.
Saved views can help you focus on the cases that need attention first.
For example:
- My cases at risk
- My breached cases
- High-priority cases
- Cases waiting on me
For information about creating views, see Create a personal view.
Respond to service-level risk
If a case becomes At risk or Breached:
- Open the case.
- Review the Needs attention section in Analytics.
- Identify which service level requires attention.
- Take the appropriate action, such as:
- Send a public update
- Continue working the case
- Request information from the employee.
- Update the case status.
Keep your public updates meaningful. Clear progress helps both the employee and your service-level performance.
Use Waiting and On Hold correctly
Time-based service levels pause automatically when a case is:
- Waiting for the employee.
- On Hold because of an external dependency.
Use these statuses only when they accurately reflect the state of the case.
For example:
| Status | Use when... |
| Waiting | You're waiting for information or action from the employee |
| On Hold | You're waiting for someone or something outside the employee's control. |
Using the correct status ensures service levels accurately reflect the time your team is actively working the case.
Watch for notifications
You don't need to constantly monitor your queue.
Depending on your organization's notification settings, you may receive alerts when:
- A case becomes At risk.
- A case becomes Breached.
- An employee replies to a case.
Best practices
To keep service levels healthy:
- Review your assigned cases regularly.
- Prioritize breached and at-risk cases.
- Send timely, meaningful public updates.
- Use Waiting and On Hold appropriately.
- Resolve cases promptly once the employee's issue has been addressed.
- Ask your Case Manager for help if you're unable to progress a case.