Connect and Reporting
The Case Manager dashboard has two more tabs alongside Case Management: Connect for keeping the team in touch, and Reporting for seeing how the project is going.
Connect
Section titled “Connect”Connect keeps the people working on a project in one place, so they can post updates, ask questions and share files.
The tab has three panels:
| Panel | What it’s for |
|---|---|
| Work Group Members | Everyone in the project’s workgroup. Type in Filter to find someone. |
| Live Feed | Posts and comments from the team. |
| Resources | Files shared with the team. |
Live Feed
Section titled “Live Feed”- Post an update for the team.
- Like a post with the thumbs up icon.
- Comment on a post. When you comment on someone else’s post, they’re notified.
- Remove comment to delete one of your own comments.
- Click the refresh icon to load new posts. The feed also refreshes by itself every 15 minutes.
You can’t delete posts from the Live Feed.
Resources
Section titled “Resources”Share files with the team, such as scripts, policies or contact templates.
- Upload Resources to add files.
- Click a file to download it.
- Remove File to delete it.
- Type in Filter to find a file.
The list shows each file’s Type, Name, Size and when it was Uploaded.
The files are stored in a File Bank folder that’s created when you first publish the project.
Reporting
Section titled “Reporting”Reporting shows how the project is going, for the team and for each person.
| Chart | What it shows |
|---|---|
| Case Volume Trend | How many cases came in over time. |
| Case Status | How many cases are Pending, Open, Complete and Overdue. |
| Performance to SLA | How many cases were Completed within SLA. |
| Case Status By Resource | Each person’s cases, split by status. |
| Performance to SLA By Resource | Each person’s cases Within SLA and Outside SLA. |
Choose a month in Filters and click Apply to report on that month only. Click Clear to go back to all months.