Board path
Care > Case management > Case processing
Why use this board
Use this board to review how cases move through resolution stages; identify bottlenecks in processing speed and handoffs.
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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Business Hours Variant: Profile business hours, Agent business hours, Calendar hours (24/7).
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Processing Times: Response time, First response time, Handling time, Resolution time.
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Case field breakdown: Select a value from the toolbar.
Metrics on this board
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Cases replied to — Cases replied to
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Response time — Response time distribution
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Response time — Response time by language
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First response time — Response time by language
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Handling time — Response time by language
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Resolution time — Response time by language
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Resolution time — Resolution time
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Resolution time — Cases processing time
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Response time — Cases processing time
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First response time — Cases processing time
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Handling time — Cases processing time
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Avg replies per case — Replies per case
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Response time — Response time by profile
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First response — Response time by profile
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Handling time — Response time by profile
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Resolution time — Response time by profile
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One-touch cases — One-touch cases
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Avg replies per case — Avg replies per case
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Response time — Response time by platform
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First response time — Response time by platform
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Handling time — Response time by platform
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Resolution time — Response time by platform
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Response time — Response time by selected case field
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First Response time — Response time by selected case field
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Resolution time — Response time by selected case field
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Handling time — Response time by selected case field
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First Response Time — First response time distribution
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Avg replies per case — Avg replies per case
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One-touch cases — One-touch cases
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Resolution time — Resolution time distribution
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Response time — Response time trend by selected case field
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First Response time — Response time trend by selected case field
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Resolution time— Response time trend by selected case field
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Handling time — Response time trend by selected case field
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First response time — First response time
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Response time — Response time
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Handling Time — Handling time distribution
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Handling time — Handling time
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Response time — Response time by priority
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First response time — Response time by priority
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Handling time — Response time by priority
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Resolution time — Response time by priority
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Response time — Response time by sentiment
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First response time — Response time by sentiment
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Handling time — Response time by sentiment
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Resolution time — Response time by sentiment
Widgets
Cases replied to
What it measures: The number of cases that received one or more agent replies during the selected date range. This metric reflects agent activity by showing how many cases received at least one reply. Cases are included if they contain agent replies within the specified period, regardless of their status or assigned agent at the time. It includes any agent reply, including the first reply, and may count cases created before the selected date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Cases replied to
Visualization: Value with change
Response time distribution
What it measures: Chart visualizes Response Time distributed into predefined time brackets, with the results displayed as percentages of the total cases. Each bracket represents a specific range of response durations (e.g., 1–4 hours, 4–12 hours, etc.), to see how cases are grouped based on the time agents spent on them. It highlights the distribution pattern, enabling quick identification of where the majority of cases fall. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: Response Time
Visualization: Horizontal bar chart
Cases replied to
What it measures: The number of cases that received one or more agent replies during the selected date range, segregated by date. This metric reflects agent activity by showing how many cases received at least one reply. Cases are included if they contain agent replies within the specified period, regardless of their status. It includes any agent reply, including the first reply, and may count cases created before the selected date range. Note: A case may appear in multiple columns if there are multiple replies on different dates. Shown as bars over time — use it to compare day-by-day or period-by-period volume and spot spikes.
Metrics: Cases replied to
Visualization: Bar trend
Response time by language
What it measures: This widget breaks down the metric by detected language of the conversation. Metric definition can be found in the widgets above. Note: The value of the metric is calculated at the time of the action, while detected language of the conversation reflects the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Response time
Visualization: Bar chart
Resolution time
What it measures: The time it takes from case creation to the latest case resolution within the date range. It is calculated based on the 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: Resolution time
Visualization: Value with change
Cases processing time
What it measures: This widget combines four key metrics (Response Time, First Response Time, Resolution Time, and Handling Time) into a single chart and visualizes them as a trend over time. Note: Each metric has its own definition, which is described in the individual widgets above, and the attribution time varies for each metric.
Metrics: Resolution time, Response time, First response time, Handling time
Visualization: Line chart
Replies per case
What it measures: This chart breaks down cases based on the number of agent replies they received, helping to visualize the efficiency and complexity of agent-customer interactions. It includes only cases created during the selected date range that received at least one agent reply. Cases are grouped into the following reply brackets:1–2 replies: Quick resolutions with minimal back-and-forth.3–4 replies: Moderate interactions, possibly requiring clarification.5–8 replies: More complex cases with extended discussions.9+ replies: High-engagement cases that may indicate difficult resolutions. This breakdown provides insights into how efficiently cases are handled and where interactions tend to become more involved. Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: Avg replies per case
Visualization: Pie / breakdown
Response time by profile
What it measures: This widget breaks down the metric by profile. Metric definition can be found in the widgets above. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Response time
Visualization: Bar chart
One-touch cases
What it measures: The percentage of cases resolved with a single agent reply out of all cases that received replies. It includes cases resolved within the selected date range, regardless of when the reply was posted or when the case was created. If a case was resolved multiple times, only the final resolution within the date range is counted. This metric highlights resolutions that required no follow-up communication. Note: Cases where the customer sent messages after the agent’s first reply are still classified as one-touch cases. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: One-touch cases
Visualization: Value with change
Avg replies per case
What it measures: The average number of agent replies per case, considering only cases created during the selected date range that received at least one agent reply. This metric highlights the efficiency and complexity of agent-customer interactions. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Avg replies per case
Visualization: Value with change
Response time by platform
What it measures: This widget breaks down the metric by platform. Metric definition can be found in the widgets above. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Response time
Visualization: Bar chart
Response time by selected case field
What it measures: This widget breaks down the metric by the values of the selected case field. 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. Cases with multiple values of the case field may appear in more than one column. The values of the case field reflect the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Response time
Visualization: Bar chart
First response time distribution
What it measures: Chart visualizes First Response Time distributed into predefined time brackets, with the results displayed as percentages of the total cases. Each bracket represents a specific range of response durations (e.g., 1–4 hours, 4–12 hours, etc.), to see how cases are grouped based on the time agents spent responding them. It highlights the distribution pattern, enabling quick identification of where the majority of cases fall. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: First Response Time
Visualization: Horizontal bar chart
Avg replies per case
What it measures: The average number of agent replies per case, considering only cases created during the selected date range that received at least one agent reply. The data is segregated by date. This metric highlights the efficiency and complexity of agent-customer interactions. Shown as bars over time — use it to compare day-by-day or period-by-period volume and spot spikes.
Metrics: Avg replies per case
Visualization: Bar trend
One-touch cases
What it measures: The percentage of cases resolved with a single agent reply out of all cases that received replies. It includes cases resolved within the selected date range, regardless of when the reply was posted or when the case was created. If a case was resolved multiple times, only the final resolution within the date range is counted. This metric highlights resolutions that required no follow-up communication. Note: Cases where the customer sent messages after the agent’s first reply are still classified as one-touch cases. Shown as bars over time — use it to compare day-by-day or period-by-period volume and spot spikes.
Metrics: One-touch cases
Visualization: Bar trend
Resolution time distribution
What it measures: Chart visualizes Resolution Time distributed into predefined time brackets, with the results displayed as percentages of the total cases. Each bracket represents a specific range of resolution durations (e.g., 6–12 hours, 12–24 hours, etc.), to see how cases are grouped based on the time agents spent on them. It highlights the distribution pattern, enabling quick identification of where the majority of cases fall. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: Resolution Time
Visualization: Horizontal bar chart
Response time trend by selected case field
What it measures: This widget breaks down the metric 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. Cases with multiple values of the case field may appear in a column multiple times. The values of the case field reflect the most recent values. 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: Response time
Visualization: Stacked bar chart
First response time
What it measures: First Response Time refers to the duration it takes for an agent to post their initial reply to a case. This is calculated by measuring the time between the case creation and the posting of the first agent message. Note: The metric is based on the “Replied at” timestamp. Only cases that received their first agent response within the selected date range are included, regardless of when the case was created or resolved. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: First response time
Visualization: Value with change
Response time
What it measures: Response Time refers to the duration it takes for an agent to respond to a customer's message within a case. It is calculated by measuring the time between the oldest unanswered customer message in the conversation and the agent's subsequent reply. Note: The metric is based on the “Replied at” timestamp. Only agent responses posted within the selected date range, along with their respective response times, are included, regardless of when the case was created or resolved. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Response time
Visualization: Value with change
Handling time distribution
What it measures: Chart visualizes Handling Time distributed into predefined time brackets, with the results displayed as percentages of the total cases. Each bracket represents a specific range of handling durations (e.g., 1–4 hours, 4–12 hours, etc.), to see how cases are grouped based on the time agents spent handling them. It highlights the distribution pattern, enabling quick identification of where the majority of cases fall. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: Handling Time
Visualization: Horizontal bar chart
Handling time
What it measures: The average time agents spend assigned to a case in New or Open status. If multiple agents are involved during case resolution, each one's time is counted when they are assigned. The time spent by individual agents is recorded when the case is marked as resolved (Done or Spam). In case of repeated resolution (case was re-opened before), the time is accumulated. The metric is based on the cases resolved within the specified date range. The following periods are excluded from the calculation:The time a case is in not assignedThe time a case is in Pending, On Hold, Done, or Spam status. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Handling time
Visualization: Value with change
Response time by priority
What it measures: This widget breaks down the metric by case priority level. Metric definition can be found in the widgets above. Note: The value of the metric is calculated at the time of the action, while priority level reflects the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Response time
Visualization: Bar chart
Response time by sentiment
What it measures: This widget breaks down the metric by detected or assigned case sentiment. Metric definition can be found in the widgets above. Note: The value of the metric is calculated at the time of the action, while detected or assigned case sentiment reflects the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Response time
Visualization: Bar chart