Dashboards are visual displays of key information that help you track and analyze your cases at a glance. They bring together metrics, charts, and tables in one view, making it easier to answer questions like:
How many cases are still open? Monitor case metrics like open vs. closed cases, priorities, and statuses.
Who has the heaviest workload? Track team performance and workload distribution.
Are we meeting our SLAs? Make informed decisions quickly without having to dig through the list view for cases.
Like car dashboards, dashboards in Tines give you a quick overview of all the important information at a glance, helping you move from reacting to problems to proactively spotting trends.
Why dashboards matter to cases
Dashboards transform raw case data into actionable insights. The benefits include:
Real-time metrics: Track volumes, statuses, priorities, and resolution times.
Team performance tracking: Quickly see workload distribution and bottlenecks.
Data-driven decisions: Adjust workflows or assignments based on evidence rather than guesswork.
Dashboards don’t replace cases, they supercharge them. Every widget in a dashboard is built on case data. That means the better structured your cases are (statuses, priorities, assignees, etc.), the more valuable your dashboards will be.
For example, a security operations dashboard might include widgets showing: open incidents by priority, average resolution time, cases by assignee, and SLA compliance rate. This would give the security team an instant view of their workload, performance, and areas that need attention.
Dashboard components
Dashboards are built using widgets, which are individual visual elements that display specific data. Common widget types include:
Charts: Visualize trends and distributions (bar charts, pie charts, line graphs).
Tables: Display detailed case information in rows and columns.
Metrics: Show single key numbers like total open cases or average resolution time.
Filters: Allow viewers to narrow down data by date range, assignee, priority, or other fields.
You can combine multiple widgets on a single dashboard to create a comprehensive view of your case workflows. Each widget pulls data directly from your cases, updating in real time as cases are created, updated, or closed.