Board path
Care > Case management > Volume
Why use this board
Use this board to track incoming case volume across channels and time, and to see whether your team is resolving cases as fast as they arrive.
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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Case count — Created cases by profile
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Created cases — Cases by created vs. resolved trend
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Resolved cases — Cases by created vs. resolved trend
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Created cases — Created cases by status trend
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Created cases — Created cases by status trend
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Created cases — Created cases by case field trend
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Created cases — Created cases by sentiment
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Created cases — Created cases by case field
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Created cases — Created cases by platform
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Created cases — New cases by hour of the day
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Created cases — Created cases by priority
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Created cases — Created cases by language
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Reopened cases — Reopened cases
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Unresolved cases — Unresolved cases
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Created cases — Created cases
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Resolved &stayed resolved cases — Resolved & stayed resolved
Widgets
Created cases by profile
What it measures: The total number of cases created during the selected date range, segregated by profile. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Created cases
Visualization: Bar chart
Cases by created vs. resolved trend
What it measures: This chart compares the flow of cases incoming vs. leaving Care. Data shows the total number of cases created and the total number resolved during the selected date range, segregated by date. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Created cases, Resolved cases
Visualization: Bar chart
Created cases by status trend
What it measures: This chart shows two data sets: cases created during the selected date range, and cases created within the same period that are now resolved (marked as Done or Spam). The data is segregated by date. Shown as a trend over time — use it to spot spikes, drops, and seasonality across the selected period.
Metrics: Created cases, Created and Resolved cases
Visualization: Line chart
Created cases by case field trend
What it measures: The distribution of the total number of cases created during the selected date range, segregated by the values of the selected case field and date. 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. Cases with multiple values of the case field may appear more times in a single column. 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: Created Cases
Visualization: Stacked bar chart
Created cases by sentiment
What it measures: The total number of cases created during the selected date range, segregated by the sentiment assigned or detected for each case. Note: The sentiment reflects the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Created cases
Visualization: Bar chart
Created cases by case field
What it measures: The distribution of the total number of cases created during 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. 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: Created cases
Visualization: Bar chart
Created cases by platform
What it measures: The total number of cases created during the selected date range, segregated by platform. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Created cases
Visualization: Bar chart
New cases by hour of the day
What it measures: The average number of cases created per hour for each weekday during the selected date range. The heatmap highlights peak periods with the highest created case volumes. Note: For longer date ranges, the number of cases is averaged per hour and rounded. For example, if analyzing a four-week period where no cases were created in the first three weeks and one case was created in the last week, the average would be 1/4 = 0.25, which rounds to 0. In such cases, the corresponding hour will not be highlighted in the heatmap.
Metrics: Created cases
Visualization: Heatmap
Created cases by priority
What it measures: The total number of cases created during the selected date range, segregated by priority level. Note: The priority level reflects the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Created cases
Visualization: Bar chart
Created cases by language
What it measures: The total number of cases created during the selected date range, segregated by the language detected in case conversations. Note: Cases with multiple detected languages may appear in more than one category, and cases with no detected language may not be counted. The language reflects the most recent values. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Created 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, On Hold, or Pending). 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
What it measures: The total number of cases created during 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: Created cases
Visualization: Value with change
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