The Case dashboard contains case volume information, providing Administrators with an overview of metrics associated with case creation and resolution. It includes, for example, the number of cases created, resolved, or reopened. Each metric can be further analyzed based on case properties, such as Status and Priority, helping Administrators gain detailed insights into how to improve service.
The Case dashboard is available to customers as part of Talkdesk Explore™, a reporting tool that allows Administrators to manage historical data with flexibility and convenience. For more information, refer to the Talkdesk Explore documentation.
Viewing the Case Dashboard
To view the Case dashboard, you need to leverage Talkdesk Explore™ and apply filters.
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Log in to your Talkdesk account, and click Reporting [1].
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Click the Explore tab [2]. On this page, you can see a set of default dashboards provided by Talkdesk. For more information, see Talkdesk Explore Overview.
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Select the Case dashboard [3].
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In the Filters section [4], configure the filters you want to apply to display the corresponding data in the dashboard. The following filters are available in the Case dashboard:
- "Time": Select the desired time period when the dashboard data is collected.
- "Timezone": By default, the dashboard data is displayed based on your account timezone, but you can change it to a timezone that better reflects your needs.
- "Priority": The case priority level, such as Low and Normal. For more information, see Understanding Case Fields and Field Formats.
- "Group": The Agent group that is assigned to a case.
Note: For more information, see Filtering Dashboards and Reports.
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Click Run [5].
Understanding Metrics in the Case Dashboard
The following metrics are available in the Case dashboard.
Created
The number of created cases within the selected time range. A single case can only be counted as “Created” once across its entire lifecycle.
Unresolved
The number of unresolved cases (namely, cases not in the “Resolved” or “Closed” status) within the selected time range. Deleted cases in the “Trash” view and permanently deleted cases are not included, while restored cases are included.
Reopened
The number of reopened cases within the selected time range. A case is considered to be “Reopened” if it has been previously resolved and now is in any status other than “Resolved” or “Closed”. A single case may be counted as “Reopened” multiple times. For example, each time a case is resolved and then reopened, it will be counted as “Reopened” once. The assignee of a reopened case is the last assignee of the case at the moment when the case status changes from “Resolved” to another status.
Resolved
The number of cases that are in the “Resolved” or “Closed” status within the selected time range. A single case can only be counted as “Resolved” once across its entire lifecycle. The resolution of a case is attributed to the Agent who last resolved the case.
Time to Resolution (hr)
The average amount of time spent in resolving a case within the selected time range.
Cases Created by Day
The number of cases created on each day within the selected time range. Hover over the chart to see detailed case volumes.
Cases Created by Day of Week
The number of cases created on each day of a week (Monday to Sunday) within the selected time range. Hover over the chart to see detailed case volumes.
Cases Created by Hour
The number of cases in each hour (0-24 hours) within the selected time range. Hover over the chart to see detailed case volumes.
Cases by Group
The percentage and number of cases handled by different Agent groups that are created within the selected time range. The percentage of each group is displayed as a legend next to the chart. Hover over the chart to see detailed case volumes.
Cases by Status
The percentage and number of cases in different statuses that are created within the selected time range. The percentage of each status is displayed as a legend next to the chart. Hover over the chart to see detailed case volumes.
Cases by Priority
The percentage and number of cases at different priority levels that are created within the selected time range. The percentage of each priority level is displayed as a legend next to the chart. Hover over the chart to see detailed case volumes.
Cases by About
The number of cases created based on the value of the “About” field within the selected time period. As Administrators, you can customize these values in Configurations.
Time to Resolution by About (hr)
The average amount of time spent in resolving a case based on the value of the “About” field within the selected time range. As Administrators, you can customize these values in Configurations.
Note: Talkdesk Explore™ allows you to download and send the dashboard. For more information, see Downloading and Sending Dashboards.