Cases

You can refine the list of Cases displayed in table view using the Display Cases drop-down menu, search function and filters.

The Display Cases drop-down menu allows you to refine the cases based on Ownership:

 

• My Cases – View only the Cases that are assigned to you.

• Owned by Workgroup – View only cases that are assigned to the workgroup you currently have selected in the hierarchy selector.

• Assigned to Workgroup Users – View only Cases assigned to users that sit within the level of the hierarchy you currently have selected in the hierarchy selector.

• All Workgroups – View Cases owned by any workgroup that you have permissions to access.

You can also refine the cases using the Search function. Selecting the icon will open the Search box where you can enter specific case id’s or partial case id’s.

 

Selecting the icon allows you to refine the cases displayed in table view by key case attributes. Clicking the icon prompts the filters dialogue box to open where you can choose to refine the cases displayed by one or more key attributes.

 

Status Owner Category Assignee Type Quick Filters Stage SLA Start Date SLA End Date Status Select Open, Pending or Closed from the drop-down menu. By default, Open cases will display in the cases table ahead of filtering. You can only filter by 1 Status at a time. Owner The drop-down menu will display the Workgroup you currently have selected in the hierarchy selector as well as any child workgroups. You can choose to filter by 1 or multiple workgroups by selecting the checkbox next to each workgroup name. Category The drop-down menu will display all Categories for the Workgroups you have access to. You can choose to filter by 1 or multiple Categories by selecting the checkbox next to each Category name. Assignee To filter by Assignee you must first select an Owner filter. The drop-down menu will display the team members linked to the workgroups you have selected. You can then choose to filter by 1 or multiple assignees by selecting the checkbox next to each team members name. Type The drop-down menu will display all Types for the Workgroups you have access to. You can choose to filter by 1 or multiple Types by selecting the checkbox next to each Type name. Quick Filters Allow you to filter by: Case Overdue - Will filter by cases that have passed their SLA end date. Case Due Soon - Will filter based on cases that now fall withing the Due Soon parameter selected during case Type setup. Stage Overdue - Will filter by cases that have passed the SLA end date of the Stage they are currently in. Stage Due Soon - Will filter based on cases that now fall withing the Due Soon parameter for their current Stage selected during case Case Type setup. Stage The drop-down menu will display all Stages for the Workgroups you have access to. You can choose to filter by 1 or multiple Stages by selecting the checkbox next to each Stage name. Show SLA Start Date(s) Choose to view cases based on their start date. You can choose Before, After or Between from the drop-down menu and then use the calendar function to specify the date or date ranges you’d like to view Show SLA End Date(s) Choose to view cases based on their SLA due date. You can choose Before, After or Between from the drop-down menu and then use the calendar function to specify the date or date ranges you’d like to view

The fast filter tiles at the top of the Cases screen provide a quick overview of all your current open cases but allow you to filter the cases displayed in the cases table quickly based on the tile attributes. These attributes are based on SLA, Category or Type

Clicking on the tiles will filter the cases shown in the cases table.

 

 

 

Once you have refined the list of cases displayed in the Cases table you can export this information to MS Excel using the icon.

The export will display the key information viewable in the cases table for all the cases displayed as well as the Case Description if one has been added.

You can further refine the information displayed for cases in the cases table using the Columns function. Click the icon to select the data you would like to view in the table.

You can add or remove columns by selecting the or de-selecting the checkbox next to the column header. Once saved these changes will apply to your view of the cases table until you amend them.

 

 

The Case Details screen allows you to view and edit key case attributes as well as view the progress that has been made on the case to date compared to the estimated case trajectory.

Owner Assignee SLA Start Date SLA End Date Date Closed Total Effort Total Time Elapsed Estimated Effort No of Touches Case Progress Owner Displays the workgroup that currently owns the case. This field can be amended by clicking on the drop-down menu. Please note that to change the Owner the workgroup you are selecting must have the Category of the case assigned to it. The date, time change made and user that made the change will be displayed in the Case History tab. Assignee Displays the name of the team member that the case is currently assigned to. This field can be amended by clicking on the drop-down menu. SLA Start Date Displays the SLA Start date for the case. This can be amended using the calendar function, the Case Progress chart will then update based on the new value. SLA End Date Displays the SLA End date for the case. This can be amended using the calendar function the Case Progress chart will then update based on the new value. Date Closed If you are reviewing a Closed case the date that the case was closed will be displayed here. This date can be amended to the current day using the calendar function. Total Effort Displays the total effort in hours booked against the case to date. Total Time Elapsed Displays the number of days the case has been open. Estimated Effort Displays the estimated effort required to close this case. This will by default feed from the case creation form but can be amended here. Amending this value will update the Case Progress graph. No. of Touches The Number of Touches confirms how many individual touch points where effort was logged have been made on this case. Details of these touch points are visible in the Case History tab. Case Progress The Case Progress graph illustrates how a case is progressing against an estimated trajectory for completion. The dashed blue line illustrates the expected trajectory based on expected hours of effort required to close the case and the number of SLA days to reach closure. The estimated effort can be based on the average effort required to close cases of the same Type historically or a value that is manually entered when the case is created. The SLA end date will either be based on the SLA linked to the case Type or manually entered when the case is created. The solid blue line illustrates the total actual effort captured against the case in the days it has been open. This allows you to see how this case is tracking compared to the expected trajectory. The light grey band shows the parameters set for the Early Warning System. Any case that falls outside of these will be classed as “at risk”. This could be because too much or too little effort has been captured for the number of days the case has been open. These parameters are defined for case types as part of their setup. The SLA end date illustrates the point by which the case needs to be closed to meet SLA. If effort is captured beyond this point it would suggest the case has failed SLA.

The Case Analysis tab allows you to view details of the cases journey so far in terms of the Stages it has passed through, and the effort captured against each Stage and the case overall.

The Case timeline chart illustrates each time the selected case was touched, and which stage it was in when the effort was captured along with the expected points at which the case should have progressed from one stage to the next.

Case Timeline Chart

 

 

Case Summary

The Case Summary table allows you to further expand the data to view what tasks each touch point related to, how much effort was captured and by whom.

 

View By Task Effort

View By Task Effort Expand Task Touch Points Effort (Hours) View By Task Effort Selecting View Task by Effort from the drop-down menu will prompt the table to display each of the core tasks that effort has been captured against for the selected case. Expand Clicking the icon next to a task name will expand the data further to display each touch point in the cases journey where effort was captured against that core task for the selected case. The expanded data will detail the date the effort was captured, the Stage the case was in when the effort was captured, the team member that captured it and how many hours of effort they captured during each touch point. Task Confirms the name of the core task. Touch Points Details how many times effort was captured against the task for the selected case. Effort (Hours) Details the total effort in hours captured against the task for the selected case.

 

View By Staff Member

View By Staff Member Expand Task Touch Points Effort (Hours) View By Staff Member Selecting View By Staff Member option from the drop-down menu will prompt the table to display each of the staff members that have captured effort against the selected case. Expand Clicking the icon next to a staff members name will expand the data further to display each time they logged effort against the case. The expanded data will detail the date the effort was captured, the Stage the case was in when the effort was captured, the task effort was captured against and how many hours of effort they captured during each touch point. Task Confirms the name of the staff member. Touch Points Details how many times effort was captured against the case by the selected staff member. Effort (Hours) Details the total effort in hours captured against the case by the selected staff member.

The Case History screen allows you to view the different touch points of a case as well as touch points made during the different case stages if this feature is enabled

 

Stages Effort Time Elapsed Start Date End Date SLA End Date Touch Points Stages If Stages are enabled, you can also view the touchpoints for each Stage that the case has passed through. Please Note If Stages are not enabled, you will only be able to select the “All” header and the Case History will only display the Touch Points data. Effort Details the hours of effort captured in the selected Stage. Time Elapsed Details the number of days the case was in the selected stage. Start Date Details the date the case first moved into the selected Stage. End Date Details the date the case progressed from the selected stage to another stage. SLA End Date Details the date the selected Stage was due for completion based on the Stage SLA. Touch Points Provides details of actions taken for the case such as case creation, changes to ownership and assignee, case stage changes and amendments to case category and type. Also provides details of Effort captured against the case whilst in the selected stage.

 

The Case Progress graph illustrates the total effort captured against the case to date compared to the estimated trajectory as well as each of the individual touch points.

The estimated trajectory is based on the SLA end date assigned to the case and the estimated effort required to close this case.

Placing your cursor over an individual touch point on the graph will highlight that data point in the Touch Points list.

If effort has been captured against a task and the task stage is different to the current case stage that data point will display a warning symbol in the graph and the Touch Points list.