Insights
Insights show how your case handling actually performs: how many cases you resolve, how long that takes, and where in the workflow cases get stuck. You reach them via Cases → Insights in the navigation.
Choosing a period and detail level
Section titled “Choosing a period and detail level”At the top of the page, Select Period sets the analysis period — the last 30 days by default.
In addition, you set the Detail Level per chart, which controls the size of the time buckets:
- Day — for short periods and day-by-day analysis
- Week — a good compromise for spotting trends
- Month — for long periods and development across quarters
Available charts
Section titled “Available charts”| Chart | Content |
|---|---|
| Throughput | How many Cases were resolved per period |
| Lead Time | Time from reporting a Case to resolving it, by resolution date |
| Cycle Time | Time from starting a Case to resolving it, by resolution date |
| Time in Status | How long Cases dwell in each status |
| Time to First Assignment | Time from reporting a Case until it was first assigned to someone |
Throughput
Section titled “Throughput”Shows the number of resolved cases per time bucket. This is your processing output: if throughput rises while the case volume stays the same, you are working down the backlog.
Lead Time and Cycle Time
Section titled “Lead Time and Cycle Time”Both measure durations up to resolution, but from different starting points:
- Lead Time starts when the case is reported. It reflects what the reporter experiences — including the time the case sat untouched.
- Cycle Time starts when work is started. It shows the pure handling time. Since it is measured from the first start, rework is included.
The difference between the two is the waiting time before work begins — a good lever when cases take too long.
Time in Status
Section titled “Time in Status”Shows how long cases dwell in each status. Cases still in the status in question are included and clipped to the selected period. This is how you spot bottlenecks: a high value on Reported points to delayed review, a high value on Started to lengthy handling.
Time to First Assignment
Section titled “Time to First Assignment”Measures how long it takes until a reported case is first assigned to a person — an indicator of how quickly new reports are picked up.
Reading percentiles
Section titled “Reading percentiles”The duration charts do not show averages but three percentiles:
- p50 — Half of all cases were completed faster than this value. The typical case.
- p85 — 85 % of all cases were faster. A realistic value for commitments to customers.
- p95 — 95 % of all cases were faster. Shows the outliers.
Percentiles are more meaningful here than averages, because a few very long cases would heavily skew a mean. If p50 and p95 are far apart, your handling is inconsistent — even when the typical case looks good.
Units and gaps
Section titled “Units and gaps”The time unit is chosen automatically per chart — min, h, or d (days) — based on the largest value in that chart. All series within a chart use the same unit.
A gap in a line means there were no matching cases in that time bucket. A value of zero, by contrast, is a real measurement and is drawn as a point.
Filters
Section titled “Filters”The filter bar on this page covers deployments, users, devices, case tags, device tags, and case types. This lets you analyze a specific site or a particular case type in isolation.