Case Dashboard


This article provides an in-depth guide to understanding the user interface (UI) features of the PowerRouter dashboard for the Case record type. The PowerRouter dashboard is a powerful tool designed to help you manage and monitor case records efficiently. We'll cover various aspects of the dashboard, including date filters, workflow filters, statistics, user information, assignment distribution, live workflows, assignment details, and recent assignments.


Accessing the Case Dashboard:

1. To access the Case Dashboard, start by clicking on "Case" in the object filter located at the top right corner of the PowerRouter interface.

2. Once you've selected "Case," the dashboard will display metrics specific to case records.


Date Filter:

The date filter, located in the top left corner, allows you to view case records routed within a particular time period. Click on the drop-down menu to select a date filter from the following options:

  • Today: Displays the count of case records processed by PowerRouter on the current day.

  • Yesterday: Shows the count of case records processed by PowerRouter on the previous day.

  • This Week: Displays the count of case records processed by PowerRouter within the current week.

  • Last Week: Shows the count of case records processed by PowerRouter in the previous week, within the last 7 and 14 days.

  • This Month: Displays the count of case records processed by PowerRouter within the current month.

  • Last Month: Shows the count of case records processed by PowerRouter in the previous month.

  • This Quarter: Displays the count of case records processed by PowerRouter within the current quarter, encompassing the last 3 months.

  • Last Quarter: Shows the count of case records processed by PowerRouter in the previous quarter.



Workflow Filter:

On the right side of the Date Filter, you'll find the Workflow Filter. By default, all workflows are selected, which means metrics for case records routed in all case workflows are displayed. To view metrics for a specific case workflow, click on the dropdown menu and select the desired workflow.


Refresh Button:

Adjacent to the Workflow Filter, the Refresh button allows you to reload the dashboard console to get the most up-to-date data.


Statistics:

The Statistics section, positioned prominently in the dashboard, provides a hub of metrics related to case records. Metrics include:

  • Assignments: The number of case records assigned to the user.

  • Reassignments: The number of cases reassigned to another user.

  • Task Created: Highlights the number of case tasks created.

You can customize the variables displayed in the Statistics section by clicking on the Edit button in the top right corner. This will open the View Settings in PowerRouter, where you can choose object types and select the variables you wish to display.


Users:

The Users section presents user status in a Pie-Chart format, categorizing users into four sections:

  • Active Users: The number of active PowerRouter users available for assignments.

  • Capped Users: Users whose assignments have been capped.

  • Users on Leave: The number of users currently on leave or holiday.

  • Inactive Users: Count of Salesforce inactive or unlicensed users.


Assignment Distribution:

This section showcases the number of assignments made within routing components of workflows. The pie chart is based on label values associated with routing components. By default, the chart displays the top 5 routing components with the most assignments. If there are equal assignments, random values are chosen.


Live Workflows:

This section lists all published workflows for various object types in PowerRouter. Clicking on "View" opens the workflow in View Mode, while "Track" opens the workflow in Track Mode. To view all workflows, click on "View All" to access the Published Workflow section of PowerRouter.


Assignment Details of Users:

This section provides details about users to whom assignments have been made. Information includes the table with the following factors:

  • User Name and Role: Name of the user along with their role to whom records were assigned.

  • Cases Assigned: Number of Case Assignments done to the users

  • Cases Reassigned: Number of Cases reassigned to the users

  • SLA Breached: Demonstrates the percentage of Service Level Agreement (SLA) breaches for each user, represented as a progress bar. Default values are marked as "N/A."

  • Status: The live status of the assigned user, indicating whether the user is Active, On Holiday, or a Salesforce Inactive User.


Recent Assignments:

This section displays the top 200 assignments made in the selected workflow and duration. For the Case record type, the sections added in this part are - Case Number, Status, Assignment Reason, Assigned Date, Assigned TO and Action.

Besides the table of records, you have the following actions available:

  • View All: Clicking on this action takes the user to the activity page in “Advanced” mode, paginated for easy navigation. 

  • Reassign: Opens a modal that allows users to search for a user to reassign the record to.

    • After clicking on the Reassign button a dialog box will appear with the header - “Reassign Record”

    • Choose the user, you want to reassign the record.

    • Click on the “Reassign” button to save the changes Made.

    • Later click on the “Refresh” button, and check the Assignment Users to view the changes. 



The PowerRouter dashboard for Case Records offers a robust set of features to help you manage and monitor case records effectively. By understanding how to use the various filters, view statistics, explore user information, and manage assignments, you can optimize your case record management process.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article