Case overview
The Case overview is an aggregated report of every case in your workspace. Where the Cases page is your working queue, this is the view for standing back and seeing how the work is going overall: how many cases you are opening, how many resolve, how long they take, and where the problems are.
Open Case overview from the sidebar under Insights.
Filters
Section titled “Filters”At the top you can narrow the report by case type, by account, and by a date range with the usual presets such as the last 7, 30, or 90 days, this month, or year to date. Every figure below reflects the current filters.
Headline
Section titled “Headline”The headline shows a breakdown of open, resolved, and closed cases, the total opened in the window, and whether your backlog is growing or shrinking. A caption tells you how many cases currently have attention open.
Key indicators
Section titled “Key indicators”A row of indicators summarises the health of your cases:
- Resolution: the share of cases that reached an outcome.
- Stuck: the share of cases with attention open.
- Time to acknowledge: the median time until a case is first picked up.
- Time to close: the median time from open to resolved or closed.
- Reopened: the share of cases that were reopened.
- Handoffs: the average number of times a case passed to a person.
Charts and tables
Section titled “Charts and tables”The report includes a range of views:
- Resolution path shows how cases were resolved: fully by the assistant, by the assistant and then a person, or by a person from the start.
- Volume over time plots cases opened, resolved, and the remaining backlog day by day.
- Outcome distribution shows how cases ended, for example approved, denied, or escalated.
- By case type and By specialist agent break volume down and show the resolution rate for each.
- Per-topic resolution quality is a table of each case type with its volume, resolution rate, how many resolved without a person, how many are stuck, acknowledgement time, and CSAT.
- Top accounts and at-risk accounts highlight where the volume is and which accounts have cases stuck the longest.
- Worst cases is a review queue of the cases stuck longest, each linking straight to its detail page.
- Escalation reasons shows why cases were escalated, and whether the platform or the customer prompted it.
- Quality signals summarise how much work finished without a person, how well tool calls matched policy, and first-contact resolution paired with satisfaction.
- Active alerts lists what needs attention now: stuck cases, requests for a person, and accounts awaiting review.
Use this view to spot case types that stall, accounts that need attention, and individual cases worth reviewing.