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Case Central® Knowledge Base

Resolution Performance

Resolution Performance is a dashboard that shows how many cases were resolved during a selected time period, with each resolved case attributed to its Case Lead. It helps supervisors and operations teams understand who is resolving work, when volume peaks occur, and how activity changes over time.

Instead of building separate spreadsheets or pivot tables, you can use this dashboard to review resolved case volume directly in Case Central.

Accessing Resolution Performance

  1. Navigate to Reports > Dashboards > Resolution Performance.

  2. The dashboard loads with last month's data by default.

  3. Use the date range picker and filters to narrow the results to the period and case set you want to review.

Filtering Your Data

Date range

Use the date range picker to select the time period you want to analyze.

  • The dashboard filters by resolved date

  • The default range is last month

  • Changing the date range refreshes the results for the selected period

Additional filters

Click Add Filters to apply additional criteria based on available case fields.

Use these filters when you want to answer more specific questions, such as:

  • How many cases were resolved for a certain queue?

  • How much activity came from a specific dispute type?

  • Which subset of cases contributed to a peak period?

Saved filter views

If you create a filter combination that you expect to use again, click Save Filter View to store it for quick reuse later.

In this section:

Reading the Performance Table

The main table is the center of the dashboard. It shows resolved case counts across time buckets and lets you drill from summary rows down to individual cases.

View By

Use View By to control the time bucket size shown in the table:

  • Hourly

  • Daily

  • Weekly

  • Monthly

Available options automatically change based on the date range you selected. For example, Hourly is only available for very short date ranges, such as one or two days.

!!! tip Use finer time buckets for short-term operational review and broader buckets for larger date ranges.

Group By

Use Group By to organize the table by:

  • Queue

  • Dispute Code

  • Queue and Dispute Code

Case Lead remains the lowest level in the hierarchy, so the dashboard always attributes resolved volume to the individual responsible for resolving the case.

Drill-down behavior

Click any group row to expand it and view the next level of detail. You can continue drilling down until you reach individual case numbers.

This makes it easy to move from a broad summary, such as a queue or dispute code, to the exact cases contributing to the totals.

Heat map

The table includes a built-in heat map to help you identify busy periods visually.

  • Darker cells indicate higher resolved volume

  • Lighter cells indicate lower volume

  • The shading is relative to the busiest visible time bucket in the current results

This helps you spot patterns quickly without reading every raw count one by one.

In this section:

Common ways to use this dashboard

  • Review how many cases each case lead resolved last week, last month, or another selected period

  • Compare resolved volume across queues

  • Identify whether certain dispute codes are driving spikes in activity

  • Spot busy days or hours using the heat map

  • Drill into individual case numbers when you need to validate what drove a total

Tips for interpreting results

  • Start with a broader date range and monthly or weekly buckets to establish the big picture.

  • Switch to daily or hourly views when investigating a narrow operational trend.

  • Add filters before drawing conclusions so the table reflects the exact population you want to measure.

  • Save commonly used views for team reviews, recurring meetings, or operational check-ins.