Your Dashboard at a Glance

Your Dashboard gives you a visual overview of all escalation cases, helping you spot trends and track team performance at a glance. It is the first page you see after logging in.

Dashboard Controls

At the top of the Dashboard, you'll find controls that apply to all chart types:

• Date Range — Filter data by time period (e.g., Last 7 Days, Last 30 Days, Custom Range).
• Grouped By — Choose how data is categorized. Options include grouping by Policy, Problem Area, Labels, Customer Impact, and other custom fields.
• Chart Type — Switch between five visualization types: Treemap, Bar Chart, Heatmap, Sand Chart, and Metrics.
• Configure — Opens a settings panel with options specific to the selected chart type.

Chart Types

The Dashboard offers five chart types, each suited for different analytical needs. Select a chart type using the icons in the top-right area of the chart panel.

Treemap

The Treemap displays your escalation data as proportionally sized rectangles. Larger areas represent categories with more cases, making it easy to see which areas generate the most activity at a glance.

Configuration options:

• Color Palette — Choose from five preset color schemes to style the treemap blocks.
• Evolution over time — Toggle on to animate how data has changed over the selected date range.

Best for: Quickly identifying which categories dominate your case volume. The visual size comparison makes it intuitive to see relative proportions.

Bar Chart

The Bar Chart presents your data as vertical bars, one for each category. The height of each bar corresponds to the number of cases in that group.

Configuration options:

• Evolution over time — Toggle on to see how bar values have changed across the date range.

Best for: Precise numerical comparisons between categories. Bar charts make it easy to read exact values and compare groups side by side.

Heatmap

The Heatmap displays your data in a grid where color intensity indicates case volume. Rows represent categories, and columns represent time periods (weeks or months), allowing you to spot temporal patterns.

Configuration options:

• Color Palette — Choose the color scheme for heatmap cells.
• Cadence — Set the time granularity (Weekly, Monthly, or Yearly).
• Date Display — Choose how dates are labeled (e.g., Week Number).
• Show Cell Count — Toggle to display the numeric count inside each cell.

Best for: Identifying time-based patterns and seasonal trends. The heatmap reveals when certain problem areas spike and whether issues are recurring on a predictable schedule.

Sand Chart

The Sand Chart (also known as a stacked area chart) shows how case volumes across categories evolve over time. Each colored band represents a category, stacked to show the total volume.

Configuration options:

• Cadence — Set the time granularity (Weekly, Monthly, or Yearly).
• Date Display — Choose how dates appear on the x-axis.
• Curve Style — Select Smooth, Linear, or Step interpolation for the area boundaries.
• Chart Colors — Customize colors for each category band.

Best for: Understanding trends over time and how the mix of issue types changes. The stacked format shows both individual category trends and the overall total simultaneously.

Metrics

The Metrics view displays up to three key performance indicators (KPIs) as large numeric values, optionally with trend lines showing how they've changed over time.

Configuration options:

• Number of Metrics — Display 1, 2, or 3 KPIs simultaneously.
• Decimal Points — Set how many decimal places to show in values.
• Metric Configuration (per metric) — Select the data column and aggregation type (e.g., Average, Sum, Count) for each metric.
• Evolution over time — Toggle to show a trend sparkline below each metric value.
• Cadence — Set the time granularity for trend lines.
• Playback Controls — Use Previous, Play, and Next buttons to animate through time periods.

Best for: Executive-level summaries and tracking specific KPIs. Use this when you need to monitor a few critical numbers without the complexity of a full chart.

Tips for Getting the Most from Your Dashboard

• Try different Grouped By options to discover insights — grouping by Problem Area, Policy, or Labels can each reveal different patterns.
• Use the date range selector to compare different time periods.
• The Heatmap and Sand Chart are especially useful for spotting trends over time.
• Use Metrics for a quick daily health check of your key numbers.
• The Treemap provides the best at-a-glance proportional overview.
• The Bar Chart is ideal when you need precise numerical comparisons.