Team Dashboard Overview

Applies to: Team Admins | Requires: My Dashboards enabled for your Client

Overview

The Team Dashboard gives Team Admins a centralized view of their team's performance, SLA compliance, and case workload. It is accessible via My Dashboards in the left navigation and is available once My Dashboards has been enabled for your Client by an administrator.

When you land on the My Dashboards page, use the Viewing dropdown in the upper-right corner to switch from your personal dashboard to a Team Dashboard. Selecting a team name loads the team-specific view described in this article.

Selecting a Team

At the top right of the page, beneath the navigation bar, is a Viewing selector labeled "Viewing." Clicking the dropdown reveals a list of available dashboards, including your personal My Dashboard and any teams you are an admin of (e.g., "Edge Team Team," "Regression Team," etc.).

Select the desired team name to load that team's dashboard. All sections on the page — KPIs, performance charts, case reporting, and case tables — will update to reflect that team's data.

Key Performance Indicators (KPIs)

The Key Performance Indicators section appears directly below the page header and displays two summary metrics for the selected team:

Avg Case Cycle Time – Last 90 Days Shows the average number of days and hours it has taken to complete cases over the past 90 days. An upward red arrow (↑) indicates the average is trending higher (worse) compared to a prior period, while a downward green arrow would indicate improvement.

Current Assigned Cases Displays the total number of cases currently assigned to members of the team. A checkmark icon is shown when this count is within a normal range.

These KPI tiles are read-only summary metrics and do not have interactive filters.

Team Performance Charts

The Team Performance section contains three charts that visualize case cycle time and SLA adherence across the team over the last six months.

Chart 1: Average Cycle Time – Account

This line chart shows the average case cycle time (in days) broken down by Account over the past six months. Each colored line represents a different account. The X-axis shows months and the Y-axis shows average days. Hovering over any data point reveals the exact value for that month.

The legend below the chart identifies each account by color. In compact (default) view, account names may be abbreviated (e.g., "GUI2," "GU," "FNWL"); in expanded view, full account names are shown.

Controls available on this chart:

• Reset button (circular arrow icon, ↺): Appears on hover in the top-right of the chart card. Clicking it reloads the chart data to its default state, clearing any zoom or pan interactions applied directly on the chart.
• Expand button (fullscreen icon, ⤢): See the Expansion section below.

Chart 2: SLA Adherence – 6 Months

This chart shows SLA compliance across the team's queues over the past six months. It contains two components:

Target & Gauge (left side): The percentage shown (e.g., "95%") is the SLA target set for this team. The circular gauge on the right displays the current Avg SLA percentage achieved. The gauge arc fills from the bottom in dark red, visually indicating how far above or below target the team is performing.

Queue Breakdown (right side): Below the gauge is a scrollable list of all queues, each showing:

• The queue name and its SLA window in parentheses (e.g., "UW First Look (8hr)")
• A color-coded progress bar: green for 100% adherence, red for below-target, and gray for 0% or no data
• The current adherence percentage (e.g., "50%," "100%," "0%")

Hovering over a queue bar displays a tooltip with the queue name, SLA window, and exact adherence percentage.

Controls available on this chart:

• Expand button (⤢): See the Expansion section below.
• There is no Reset button on this chart, as the data is date-range fixed at six months.

Chart 3: Average Cycle Time – Queue

This chart shows the average case cycle time (in days) broken down by Queue over the past six months. It is the most configurable of the three charts.

LINE vs. BAR toggle: In the upper area of the chart card (visible on hover), there is a LINE / BAR radio button toggle. Selecting LINE displays a multi-line chart with one line per queue; selecting BAR switches to a grouped bar chart format showing the same data as bars per month. The toggle allows admins to choose the visualization style that is easiest to read given the number of queues.


Controls available on this chart:

• LINE / BAR toggle: Switches between line and bar chart formats
• Reset button (↺): Reloads the chart to its default state
• Expand button (⤢): See the Expansion section below.

Chart Expansion

Each chart in the Team Performance section has an Expand button (⤢ fullscreen icon) that appears in the top-right corner of the chart card when you hover over it.

Clicking Expand causes the selected chart to take up the full width of the content area, pushing the other two charts below it. This is useful when you need a larger view of a specific chart to read dense data or legend labels more clearly.

Notice that in expanded view, the legend shows the full account or queue names rather than abbreviations, making it easier to identify individual lines.

To return to the standard three-column layout, click the Collapse button (⊠ compress icon, four arrows pointing inward) that replaces the Expand button in the top-right of the expanded chart.

Case Reporting

The Case Reporting section provides a real-time count of cases in time-sensitive statuses, along with filtering tools that drive the team tables below.

Status Tiles

Three summary tiles appear at the top of the section:

Each tile includes a checkbox in the upper-right corner. Checking one or more boxes filters the team member and account tables below to show only cases matching that status. For example, checking Past Due will filter the tables to show only past-due cases per member and per account. Multiple statuses can be checked simultaneously. Unchecking all boxes resets the tables to show all cases.

Queues Filter Bar

Below the status tiles is a horizontally scrollable Queues filter bar (the section is collapsible using the ▲ arrow to the left of the "Queues" label). Each queue is displayed as a pill/badge showing the case count and queue name.

• The first pill is always All Cases and is selected (checked) by default, showing the total across all queues.
• Clicking any individual queue pill deselects "All Cases" and filters the tables to show only cases in that queue.
• Multiple queue pills can be selected simultaneously. To select more than four, use the right arrow (›) at the end of the bar to scroll and reveal additional queues.
• The label "Showing All Cases" (or "Showing [Queue Name]") beneath the filter bar indicates the current active filter.
• To reset back to all queues, click the All Cases pill again.

Team Case Tables

The team table section is titled with the team name (e.g., "Edge Team Team") and contains two views accessible via tabs: Cases By Member and Cases By Account. Below this section is a separate Assigned Cases table.

Cases By Member

This is the default tab. It displays a row for each member of the selected team, showing:

• Checkbox – Select individual members to filter the Assigned Cases table below to show only their cases
• Team Member – Member name (linked) and email address. A colored dot indicates online status: green = active, gray = inactive/offline
• Assigned Cases – Total number of currently assigned cases
• Past Due – Count of that member's past-due cases
• Due Today – Count due today
• Due Tomorrow – Count due tomorrow

Clicking a team member's name opens their profile. The table supports pagination (Items per page selector and previous/next arrows).

Cases By Account

Clicking the Cases By Account tab switches the view to show cases grouped by Account rather than by member. Each row represents an account and shows:

• Checkbox – Select accounts to filter the Assigned Cases table
• Account – Account name
• Total Cases – Number of currently assigned cases for that account
• Past Due – Count of past-due cases for that account
• Due Today / Due Tomorrow – Counts for each time-sensitive status

This view is useful for admins who want to understand which accounts are generating the most workload or SLA risk.

Assigned Cases

The Assigned Cases table at the bottom of the page shows the full list of individual cases assigned to members of the team. It is dynamically filtered based on your selections in the Status Tiles, Queues filter bar, and member/account checkboxes in the tabs above.

Columns include:

• Account – The account the case belongs to
• Case # – The unique case number (e.g., 999-0502-000078)
• Policy # – Associated policy number, if applicable
• Assigned To – The team member currently assigned to the case
• Face Amount – Policy face amount, if applicable
• Queue – The current queue the case is in, displayed as a colored badge (e.g., a dark red "UW First Look" badge). Cases that are past due show a "(Past Due)" tag alongside the queue name.
• Requirements Received – Timestamp list of any received requirements

The table supports pagination with a configurable items-per-page setting and shows a count (e.g., "1 – 10 of 112"). Column headers are sortable by clicking them.

Filters & Resets – Summary

Accessing the Team Dashboard

The Team Dashboard is available to Team Admins whose Client has the My Dashboards feature enabled. If you do not see team names in the Viewing dropdown, contact your administrator to confirm that My Dashboards has been activated for your Client and that you have been assigned the Team Admin role for at least one team.

For help enabling My Dashboards for your Client, see: Enabling My Dashboards for a Client.