Case Management Analytics provides organization- and team-level dashboards for understanding how case work is performing over time.
To review service levels and other metrics for one case, use Case analytics in the agent workspace instead.
Before you begin
You need:
- Access to Analytics.
- A Case Management role with access to case analytics.
Your access determines which teams you can see:
| Role | What you can view |
| Case Administrator or Tenant Administrator | Analytics across all teams |
| Case Manager | Analytics for the teams you manage |
Note: If you're a Case Manager, you won't see analytics for teams you don't manage.
Open case management analytics
- From Applaud admin, select Analytics Dashboard.
- Select HR Case Management Analytics.
- Select the Overview or Team performance dashboard.
The filter bar at the top of the page lets you narrow the results by:
- Team
- Category
- Priority
- Status
- Source
- Country
- Time period
All charts update when you change a filter.
What you can do
Use Case Management Analytics to:
- Monitor case volume and backlog trends.
- Review workload and team performance.
- Track SLA and XLA attainment.
- Review employee experience indicators such as eNPS.
- Compare results across teams, categories, and time periods.
- Investigate workload and capacity on the Team performance dashboard.
For an explanation of the dashboards and metrics, see Explore case management analytics.