Dashboards

Introduction  

Dashboards offer a place to visualize data from records or cases in a single view. These views help you monitor what's happening across workflows within your team.

Components 

There are three types of components on the dashboard:

  1. Charts: created from your records data to visualize records with applied filters in multiple chart types for an aggregate view

  2. Case Views: filtered view of cases or case summary data (i.e. MTTR, MTTA)

  3. Notes: context to provide alongside the charts or lists with Markdown support

Configuring dashboards 

Create a dashboard 

  1. Click New Dashboard

  2. Name the dashboard (this must be unique and can be edited at any time)

Add a note to the dashboard 

Notes let you add explanations and context to your dashboard

Dashboard Note

Add a Case view to the dashboard 

Case views allow you to create some basic charts based on a saved case view or a new search. To create a case view, follow these steps.

  1. Add a new Case view element to the dashboard

  2. Name the element

  3. Choose to use a saved cases view or use the search filters to query for the data you want

  4. Select the display option for how you want to visualise the results

MTTR & MTTA Case views 

Case views include the option to display and graph MTTR (mean time to resolve) & MTTA (mean time to assign) values for cases within a team.

The time to resolve value for a case is calculated by the difference between the timestamps of when a case was opened (created_at) and when it is closed (resolved_at). Similarly, the time to assign value for a case is calculated by the difference between the time the case was opened (created_at) and a user first being assigned to the case (created_at on the first user assigned activity record).

Add a Records chart visualization to the dashboard 

You can also add Records graphs into your dashboard to add visualizations of data captured via Records

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