Closure Details Dashboard

This dashboard reports on closed cases. It compares the chosen time period to the same time period immediately prior to it.

Controls

The "Date range" drop-down generates dashboards for cases closed in the current "Week", "Month", "Quarter" or "Year" and compares them to cases closed in the same period immediately prior to it. All time periods start from "today" and count in full days.

For example, if today is the 8th of July, selecting "Week" will generate a dashboard comparing the period 08/07-02/07 to the period 01/07-25/06; selecting "Month" would compare the period 08/07-09/06 to the period 08/06-09/05.

Use the checkboxes to select the cases that should appear on the dashboards. The options that appear in the controls are set via metadata values related to the dashboard article. See Setting Up the Case Management Dashboards.

Number Closed

This table displays a row for each case type, with a count of cases closed in each time period.

Viewing more details lets you focus on one case type and see the close reasons. You can also export the data to as a CSV:

Average Time to Close

The average time to close each case type in the selected time periods is displayed on a horizontal bar graph.

The days counted to calculate the average respect the calendar days/working days setting for the case's SLAs and Working Hours.

Number Breached

Of those that were closed in the reporting period, a count of the number of each case type that breached their SLA.

The "View breached case details" button displays information about the closed cases that exceeded their SLA, and includes a link to view the case details:

Users will need to be in the relevant Case Monitor (Enquiry) user group for the case type before they can see the details.