KPI Ribbon widget

Use the KPI Ribbon widget to view key case management metrics. This widget helps you monitor case volume, workload distribution, and case processing performance.

This list shows the information available in the KPI Ribbon widget:

• Unassigned: Shows the number of open cases that are not assigned to a case agent.
• Overdue cases: Shows the number of open cases with a service level agreement (SLA) due date that has passed.
• Average handling time: Shows the average time spent on closed cases.
• Watched cases: Shows the number of cases that you are watching.