The cases dashboard helps you to understand the performance of teams who are managing cases and alerts. It shows the following business metrics:
- Timeline of total cases created
- Timeline of open cases created
- Timeline of cases closed
- Open cases by user
- Closed cases by user
- Open cases by customer risk level
Follow these steps to view insights into your cases:
- Select the Insights tab.
- Select Cases.
- You see the cases insights.
- The headline metrics at the top of the screen are:
- Number of cases created
- Number of cases not started
- Number of cases in progress
- Number of cases with the decision 'accepted'
- Number of cases with the decision 'rejected'
The default date range is last month (from today back to the same date number in the previous month).
- The Cases Created chart shows the number of cases that have been created in a given period. The default date range is last month, and the default frequency is daily.
- The chart of open cases by creation date shows your backlog of cases. They are sorted by when they were created and split into those that are 'Not started' and those that are 'In progress'. This helps you to understand how many cases are outside of your service level agreement (SLA), and what proportion of them are already being worked on.
- The chart of open cases by user shows the breakdown of cases in your backlog by analyst. This is useful for seeing the distribution of workload across your team and how well cases are progressing. The top row shows how many cases are currently unassigned. We have redacted user names in black in the screenshot below.
- If you are using the risk scoring capabilities in ComplyAdvantage Mesh, you can see your backlog of open cases by risk level, sorted by creation date. This helps you understand how many of your open cases involve high-risk customers so that you can better prioritise work.
- The chart of closed cases by the date they were closed shows your throughput. The cases are split by decision (accepted or rejected). The chart helps you to understand how many cases your team is closing each day, week, month or quarter, as well as the distribution of cases that are accepted and rejected.
- The chart of closed cases by user helps you to understand how many cases your analysts are each getting through, and also shows the distribution of their decisions (cases accepted or rejected).