Dashboard & Analytics

Cases dashboard with key stats, charts by status, priority, assignee, source, and tag, plus filtering options.

The Cases Dashboard provides an overview of your case workload and trends. Access it from Customer → Cases → Dashboard.

Key Stats

Four summary cards are displayed at the top of the dashboard:

Stat	Description
Open Cases	Total number of cases that are not in a closed or deleted status
Unassigned Cases	Cases with no assigned user — these need attention
Avg Resolution (days)	Average number of days from case creation to resolution
Created This Week	Number of cases created in the current week

The dashboard includes several chart views that break down cases by different dimensions:

Distribution of cases across all configured statuses. Quickly identify bottlenecks (e.g., too many cases stuck in "New").

Breakdown by priority level. Helps assess the severity distribution of open cases.

Shows how cases are distributed among team members. Useful for workload balancing.

Distribution by case origin (Email, Phone, Web, etc.). Reveals which channels generate the most support requests.

Breakdown by tag. Identifies common issue categories.

Shows which products or SKUs are involved in cases. Helps identify products with recurring issues.

A line chart showing case creation volume over the past 90 days. Useful for spotting trends and seasonal patterns.

The dashboard supports filters to narrow the data:

Filter	Description
Status	Show data for specific statuses only
Priority	Filter by priority level
Assigned To	Filter by assigned agent
Date Range	Limit data to a specific time period

Filters apply to all charts and stats simultaneously.

Charts support switching between bar chart and pie chart views where applicable. Use the toggle on each chart to switch display modes.