Escalation Dashboard Overview

The Escalation Dashboard is your command center for managing all support escalation cases. It displays key performance metrics, filtering tools, and a sortable case table.

Dashboard Layout

The dashboard has three main sections:

The Cases & Escalations dashboard with performance metrics and a sortable case table.

Metrics Cards

Three performance cards appear at the top:

Metric	Description
Time to Resolve	Average days from case creation to resolution
Time to Escalate	Average hours before a case is escalated to engineering
Mean Handoffs	Average number of team transitions per case

All metrics update based on the selected date range and any active filters.

Filtering and Searching

Use the Status filter dropdown to narrow your view:

• New — Cases that have not yet been analyzed
• Analyzed — AI analysis is complete
• Escalated — Sent to engineering for investigation
• Resolved — Issue has been addressed

Additional filtering options:

• Text search bar — Find cases by keyword across all fields
• Column header sorting — Click any column header to sort ascending or descending
• Date range filter — Adjust the reporting time window

Case Table Columns

Column	Description
Name	Case title and brief description
Lead Theory	The AI's primary hypothesis for the root cause
Case ID	Unique identifier (e.g., IS-322)
Status	Current workflow stage
Policy-specific fields	Fields for custom Policies

Additional metadata columns display timing, assignment, and priority information.

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Navigating to Case Details

Click any row in the case table to open the full case detail view. From there, you can explore the Report, Timeline, Post Mortem, Analysis, and Resources tabs.

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📚 Related Articles

• Working with Escalation Cases — Detailed guide to case tabs and features
• Quick Start: Your First Escalation — Walkthrough of the escalation workflow
• Your Dashboard at a Glance — The visual analytics dashboard