Board path
Care > Case management > Backlog
Why use this board
Use this board to see how much work is still waiting and what's driving it. Check backlog size and trend, then break unresolved cases down by priority, sentiment, platform, or any case field to decide where to focus your team.
Board controls
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Profiles: Select profile.
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Adaptive filters: Open Filter in the toolbar to narrow posts by Platform, Sentiment, Language, Priority, Agents, Agent Groups, Agent Teams, or Message Type. Active filters appear as chips below the toolbar; remove a chip to clear that filter.
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Case field values: Select case fields.
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Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
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Aggregated by: Day, Week, Month, Quarter, Year.
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Case field breakdown: Select a value from the toolbar.
Metrics on this board
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Resolved&stayed resolved — Resolved & stayed resolved
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Unresolved cases — Unresolved cases by case field
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Unresolved cases — Unresolved cases by profile
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Unresolved cases — Unresolved cases by language
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Unresolved cases — Unresolved cases by platform
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Unresolved cases — Reopened cases
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Unresolved cases — Unresolved cases
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Created cases — Created cases by unresolved status trend
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Unresolved cases — Unresolved cases by case field trend
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Unresolved cases — Cases backlog by status trend
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Unresolved cases — Unresolved cases by priority
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Unresolved cases — Unresolved cases by sentiment
Widgets
Resolved & stayed resolved
What it measures: The total number of cases that were resolved (marked as Done or Spam) during the selected date range and remained resolved until the end of the date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Resolved & stayed resolved cases
Visualization: Value with change
Unresolved cases by case field
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by the values of the selected case field. Use the dropdown above to select case field. Note: Only single-select and multi-select case fields are supported. Text, number and date fields are not available. Case count is based on a snapshot taken at the end of the period. Cases with multiple values of the case field may appear in more than one column. The data may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unresolved cases
Visualization: Bar chart
Unresolved cases by profile
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by profile. Note: Case count is based on a snapshot taken at the end of the period. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unresolved cases
Visualization: Bar chart
Unresolved cases by language
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by the detected language of the conversation. Note: Case count is based on a snapshot taken at the end of the period, while detected language reflects the most recent values. Cases with multiple detected languages may appear in more than one category, and cases with no detected language may not be counted. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unresolved cases
Visualization: Bar chart
Unresolved cases by platform
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by platform. Note: Case count is based on a snapshot taken at the end of the period. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unresolved cases
Visualization: Bar chart
Reopened cases
What it measures: The total number of cases that were reopened at least once during the selected date range. Reopened cases includes cases that transition from a resolved status (Done or Spam) to an active status (New, Open, Pending, or On Hold). Note: The time the case was originally resolved is not considered. Cases reopened multiple times within this date range are only counted once. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Reopened cases
Visualization: Value with change
Unresolved cases
What it measures: The total number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range. Note: The case count is based on a snapshot taken at the end of the period. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Unresolved cases
Visualization: Value with change
Created cases by unresolved status trend
What it measures: An overview of the number of cases created during the selected date range that are currently in New, Open, Pending, or On Hold status (waiting for resolution), segregated by case status and date. Note: The data may also include cases that were resolved but were later reopened. Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Created cases
Visualization: Stacked bar chart
Unresolved cases by case field trend
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by the values of the selected case field and date. Use the dropdown above to select case fields. Note: Only single-select and multi-select case fields are supported. Text, number and date fields are not available. Case count is based on snapshots taken at the end of each aggregation period (e.g. hour, day, week) selected at the top of the board. Cases with multiple values of the case field may appear more times in a single column. The data may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Unresolved cases
Visualization: Stacked bar chart
Cases backlog by status trend
What it measures: An overview of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) at the end of each aggregation period within the selected date range, segregated by date. Note: The data is based on snapshots taken at the end of each aggregation period (e.g. hour, day, week) selected at the top of the board. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Unresolved cases
Visualization: Stacked bar chart
Unresolved cases by priority
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by case priority level. Note: Case count is based on a snapshot taken at the end of the period, while priority level reflects the most recent values. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unresolved cases
Visualization: Bar chart
Unresolved cases by sentiment
What it measures: The distribution of the number of cases in New, Open, Pending, or On Hold status (waiting for resolution) as of the end of the selected date range, segregated by detected or assigned case sentiment. Note: Case count is based on a snapshot taken at the end of the period, while case sentiment reflects the most recent values. It may include cases created before the selected date range, as well as cases that were created, resolved, and reopened before the date range ended. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unresolved cases
Visualization: Bar chart