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OOTB Dashboards for Team Leader

List of out-of-the-box dashboards available to Team Leader:

Object name

Object details

Type of object or report

Total Number Of Cases

Total number of cases received within the selected date range.

Displays number

Daily Average Of Closed Cases

Provides the rate of case closure per day for all cases with “Closing” status (Closed and Pending Closure) that have been closed within the specified time range.

Calculation: All cases with any of the “Closing” status divided by the total number of cases for the selected date range.

Displays number

Total Cases Sent to SME
 (Has a drill report)

Number of cases that had “With SME” status within the selected date range.

Displays number 

Current Open QA Tasks

(Has a drill report)

Number of all open QA Tasks.

Number

Current Pending Work by Hours to Target Date
 (Has a drill report)

Calculation: Subtracts the target date of all cases within the selected date range that are not in “Closing” status from the current date, and then distributes the result by an Overdue range (time to closure date):

  • More than 8 hours
  • In the next 4-8 hours
  • In the next 4 hours
  • In the next hour
  • Overdue
  • No due date

Bar chart

  • Y-axis: Hours
  • X-axis: Number of cases

Overall SLA Compliance Measure
 (Has a drill report)

For each case that have been closed or in pending closure status within the selected date range,
 compare between Target Date to the last time that case was in “Pending Closure” status.

Excluding Rejected and Closed As Spam cases.

Pie chart displaying total count of cases for the team, divided to “Met SLA” and “Not Met SLA”.

Number Of Closed Cases
 (Has a drill report)

Pie that presents number of cases in the “Closing” status (Rejected, Closed, Pending Closure, and Closed As Spam) that have been closed within the selected date range.

Pie Chart

Sending To SME By Team Member

Number of cases that have “with SME” status within the selected date range divided by the team member whom changed the case to “with SME” status.

Bar chart by Team Member.

Current Team Members Open Cases Workload

Distribution of cases currently assigned to each Team Member.

Bar chart

Shows the distribution of cases by Team Member. The chart also displays a bar for unassigned cases.

Accuracy Of Work By Team Member

(Has a drill report)

Take all cases that went to QA, and divided how many pass QA and how many failed, per team member.

Stack bar by team member (who sent the case to QA) - every bar divided by 2, “Pass” and “Fail”.

Cases by Status

(Has a drill report)

Distribution of all cases within the selected date range by their status.

Pie chart by status.

Number Of Closed Cases By Team Members (Has a drill report)

Distribution of cases with any of the “Closing” statuses (Rejected, Closed, Pending Closure & Closed as Spam)
 that have been closed within the selected date range divided by Team Member.

Multi Bar chart by Team Member.
Drill report presents all closed cases for the team member.

Meeting SLA’s by Team Member 

For each case that has been closed or in pending closure status within the selected date range,
 compare between Target Date to the last time that case was in “Pending Closure” status.
Excluding Rejected and Closed As Spam cases.

Stack bar by team member - every bar divided by 2 “Met SLA” and “Not Met SLA”.

Average SME Response Time By Minutes

Average Time between case status “With SME” to “SME Responded”.

Bar graph divided by SME.

Average Handling Time By Team Member By Hours

For each case that has been closed or is in pending closure status within the selected date range, calculate the last date of pending closure status minus case creation date and divide by total of cases in “Closing” status within the selected dates.
Excluding Rejected and Closed As Spam cases.

Bar chart divided by team member and their average case processing time.

Team Members Measurements

For each Team Member, displaying: 

Team Member Name, Number of closed cases within date range, average closure rate, and percentage of meeting SLA.
Displaying only members that closed at least one case.
Excluding Rejected and Closed As Spam cases.

Grid