Case management analytics shows how your HR case practice is performing across teams and over time. Use it to identify trends, compare results, and investigate areas that need attention.
The metrics in this article apply to the Overview and Team performance dashboards.
For individual case SLA and XLA metrics, see Understanding SLA and XLA metrics.
How to interpret the metrics
Many dashboard metrics can be filtered by team, category, priority, status, source, country, and time period. Some also provide a comparison with the previous equivalent period.
Use these comparisons to identify changes over time, but don't treat a single metric as an explanation for why a trend occurred. Use related metrics and filters to investigate further.
Overview metrics
The Overview dashboard provides a high-level view of case operations.
| Metric | What it measures | How to use it |
| Cases worked | Unique cases that agents actively worked during the selected period. | Use it to understand the volume of work handled during the period. |
| Net backlog | The change in backlog based on cases opened and resolved during the selected period. | Use it to see whether unfinished work is growing or shrinking. |
| Top backlog drivers | The categories, teams, countries, or other dimensions contributing most to backlog growth or reduction. | Use it to investigate what's driving a change in backlog. |
| Priority mix | How worked cases are distributed across priorities. | Use it to understand the balance between urgent and routine work. |
| Time at each status | How much time cases spend in different statuses during their lifecycle. | Use it to identify where work may be slowing down or accumulating. |
| Flags by category | Where configured case flags are concentrated across categories. | Use it to identify patterns that may need attention or further investigation. |
| SLA/XLA attainment | Overall and trend attainment against applicable service-level targets. | Use it to understand whether the practice is meeting its service commitments over time. |
| eNPS | Employee Net Promoter Score from completed close surveys when eNPS is the selected effort scale. | Use it alongside operational metrics to understand employee experience. |
| AI triage success | How often AI triage completes successfully during the selected period. | Use it to monitor how effectively AI is supporting case routing and classification. |
Cases worked
Cases worked measures the unique cases that agents actively worked during the selected period.
Use this metric to understand the amount of case activity handled during a period.
It does not by itself tell you:
- How many cases are currently open.
- How productive an individual agent is.
- How complex the cases were.
- Whether employees received a good experience.
Use Cases worked alongside backlog, workload, and service-level metrics for a fuller picture.
Net backlog
Net backlog shows whether unfinished work increased or decreased during the selected period.
- A positive value indicates that backlog grew.
- A negative value indicates that backlog decreased.
Net backlog is different from the number of currently open cases. It describes the change over the selected period rather than the queue's current size.
Top backlog drivers
Top backlog drivers show which dimensions contributed most to backlog growth or reduction.
For example, you might use the view to identify whether a change is concentrated in:
- A particular team
- A case category
- A country
- Another available dimension
Use this metric to investigate where backlog is changing. It doesn't by itself explain the underlying cause, such as staffing, routing, or process issues.
Priority mix
Priority mix shows how cases are distributed across priorities.
Use it to understand whether your teams are handling mostly routine work or a higher proportion of urgent cases.
A change in priority mix doesn't necessarily indicate that priorities are being assigned correctly. Investigate the underlying cases if the distribution looks unexpected.
Time at each status
Time at each status shows where case time accumulates across the case lifecycle.
Use it to identify potential bottlenecks and understand where cases spend time before resolution.
This is an aggregate view. It differs from Time at each status in an individual case, which shows the status history for that specific case.
Flags by category
Flags by category shows where configured case flags are being applied across case categories.
Use it to identify patterns that may need additional attention.
A high number of flags doesn't automatically mean that those cases breached a service level or that a process is failing. Use the metric alongside service-level and workload data.
SLA/XLA attainment
SLA/XLA attainment indicates how consistently service-level targets are met during the selected period.
Use it to monitor service performance over time and identify trends that may require action.
This is an aggregate measure. It isn't the same as:
- The current SLA status of an individual case.
- The service-level ring on a case.
- The target configured in an SLA policy.
eNPS
eNPS shows the Employee Net Promoter Score from close surveys when your organization uses the eNPS effort scale.
Use eNPS alongside operational measures such as backlog and SLA/XLA attainment. This helps you understand whether changes in operational performance are also reflected in employee experience.
eNPS is only available when the tenant uses eNPS as its close survey effort scale.
AI triage success
AI triage success shows how often AI triage completes successfully during the selected period.
Use it to monitor the effectiveness of automated routing and classification.
This is different from Routing precision, which is an individual-case XLA metric that measures how accurately a case was assigned.
Team performance metrics
The Team performance dashboard provides a more detailed view of workload and contribution.
Advisor/team workload
Advisor/team workload shows workload at the individual advisor or team level, with utilization context from workload snapshots.
Switch between advisor and team views to understand how work is distributed.
Use this view to:
- Identify teams carrying a high workload.
- Compare workload across teams.
- Identify where work may need to be rebalanced.
- Understand how workload changes over time.
Workload alone doesn't measure productivity, case complexity, or service quality. Review it alongside service-level and experience measures before making decisions about capacity or performance.
Priority mix
The Priority mix view is also available on Team performance.
Use it to understand the types of cases each selected team is handling and compare the distribution of priorities across teams.
The same interpretation applies as for Priority mix on the Overview dashboard.
Keep these metrics distinct
Some measures answer similar questions but represent different things.
| Measure | What it tells you |
| Cases worked | How much case activity occurred during a period |
| Net backlog | Whether unfinished work grew or shrank |
| SLA/XLA attainment | Whether applicable service-level targets were met over time |
| SLA status | The current service-level state of an individual case |
| Workload | How work is distributed across advisors or teams |
| eNPS | How employees rated their experience |
| Case analytics | Detailed metrics for an individual case |
| Reporting | Generated reports for sharing, distribution, or more detailed analysis |
Interpret metrics in context
When reviewing case management analytics:
- Set the time period first. Make sure you're comparing equivalent periods.
- Use filters to investigate. Organization-wide totals can hide important differences between teams or categories.
- Compare related metrics. For example, review backlog alongside Cases worked and SLA/XLA attainment.
- Look for trends rather than isolated values. One unusual period doesn't necessarily indicate a persistent problem.
- Don't assume cause from correlation. A rise in backlog may have several contributing factors.
- Consider your access scope. Case Managers see analytics for the teams they manage, while administrators can view analytics across the organization.