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Caseload

Last Updated: January 21, 2026
Document ID: UG-INSIGHTS-004
Version: 1.0

Overview​

The Caseload tab in Process Insights provides an organization-wide table view of all cases with sortable columns and powerful filtering options. This view is identical in structure to Dashboard: My Caseload but shows cases across your entire organization rather than just cases you've worked on.

What this guide covers:

  • Understanding the organization-wide table layout
  • Filtering by Process Type, Team Members, and table columns
  • Sorting cases by different criteria
  • Comparing Caseload view to My Caseload

What this guide does NOT cover:

Who should use this guide:

  • Supervisors reviewing organization-wide case status
  • Managers generating reports on team performance
  • Team leads monitoring case distribution
  • Administrators tracking all cases

Key Terms​

TermDefinition
CaseloadOrganization-wide table view of all cases
Org-WideShows all cases in organization, not limited to individual user assignments
MaintainerCase owner or primary coordinator responsible for the case
Team FilterIn Caseload tab, filters to show only cases where selected person is the maintainer
Column FilterAdditional filter applied to specific table columns (Status, Stage, etc.)

Accessing Caseload View​

Location: Process Insights > Caseload tab

Steps:

  1. Click the Process Insights icon in the left navigation bar
  2. Click the Caseload tab (rightmost tab, after Metrics and Workload)
  3. The organization-wide table view displays

Default view: Shows all cases across all Process Types and all team members

Table Structure​

The Caseload table displays the same 11 columns as Dashboard: My Caseload:

ColumnDescriptionSortableFilterable
Client IDUnique identifier for the client✅✅
NameClient name (hidden in Safe Mode)✅✅
StatusCurrent case state (Active, On Hold, Closed)✅✅
StageCurrent stage in Process Flow✅✅
MaintainerCase owner name✅✅
AssigneesTeam members with active task assignments✅✅
Active TasksCount of incomplete tasks✅✅
Next DeadlineDate of nearest upcoming deadline✅✅
Last UpdateTimestamp of most recent activity✅✅
Flow DurationNumber of days since case creation✅✅
CompletedCompletion status or date✅✅

For detailed column descriptions, see Dashboard: My Caseload.

Filtering Caseload​

The Caseload tab provides two layers of filtering:

Layer 1: Process Insights Filters​

These filters appear at the top of all Process Insights tabs:

Process Type Filter​

Purpose: Show only cases using a specific Process Flow template

How to use:

  1. Click the Process Type dropdown
  2. Select a Process Flow (e.g., "CARE Act Flow")
  3. Table updates to show only cases of that Process Type

Team Member Filter​

Purpose: Show cases where specific team member is the maintainer (case owner)

How it works in Caseload tab:

  • Shows cases where the selected team member is the maintainer (case owner) ONLY
  • Does NOT show cases where they're only assigned tasks but not the maintainer
  • Different behavior than Metrics/Workload tabs

Two ways to filter:

  1. Click profile picture circles below Process Type dropdown
  2. Use "Select Team Members" text search to find specific team members

Example: Selecting "Mia Williams" shows only cases where Mia is the maintainer, not cases where she's assigned tasks on someone else's case.

Layer 2: Column Filters​

Each table column has its own filter (identical to My Caseload):

Steps to apply column filter:

  1. Click the filter icon in any column header
  2. Select filter criteria:
    • Column: Which column to filter (pre-selected)
    • Operator: Comparison method (e.g., "is", "contains")
    • Value: Specific value to match
  3. Click Apply
  4. Table shows only matching cases

Available column filters:

  • Client ID, Name, Status, Stage
  • Maintainer, Assignees
  • Active Tasks, Next Deadline, Last Update
  • Flow Duration, Completed

Combining filters: You can use BOTH team member filters AND column filters simultaneously

Example: Filter by team member "John Doe" (shows his maintained cases) AND Status "Active" (shows only active cases) = John's active cases only

Sorting Cases​

Click any column header to sort the table by that column:

  • First click: Ascending order (A-Z, oldest-newest, lowest-highest)
  • Second click: Descending order (Z-A, newest-oldest, highest-lowest)
  • Third click: Removes sort (returns to default)

Common sorting patterns:

  • Sort by Next Deadline ASC - See most urgent cases first
  • Sort by Flow Duration DESC - Find longest-running cases
  • Sort by Active Tasks DESC - Identify cases with most work remaining
  • Sort by Last Update ASC - Find stagnant cases

For detailed sorting behavior, see Dashboard: My Caseload - Sorting.

Key Differences: Caseload vs. My Caseload​

AspectMy Caseload (Dashboard)Caseload (Process Insights)
ScopeUser-specific (cases you've worked on)Organization-wide (all cases)
Cases shownCases where you're involvedAll cases across organization
PurposeTrack your personal case historyMonitor organization-wide case status
Typical usersCase managers, coordinatorsSupervisors, managers, administrators
Table structureSame 11 columnsSame 11 columns
Column filtersSame filtering optionsSame filtering options
Team member filterNot available (always shows your cases)Filters by maintainer only

Common Use Cases​

Supervisor Reviewing All Active Cases​

Scenario: Supervisor wants to see all active cases across the organization

Steps:

  1. Navigate to Process Insights > Caseload
  2. Leave Process Type at default (all types)
  3. Click Status column filter icon
  4. Select Operator: "is", Value: "Active"
  5. Click Apply
  6. Table shows all active cases

Checking Specific Team Member's Maintained Cases​

Scenario: Manager wants to see all cases where "Mia Williams" is the maintainer

Steps:

  1. Navigate to Process Insights > Caseload
  2. Click Mia Williams' profile picture circle (or use text search)
  3. Table updates to show only cases where Mia is maintainer
  4. Optionally add column filters to narrow further

Note: This shows only cases Mia maintains. To see all cases where she has ANY task assignment, use the Workload or Metrics tabs instead.

Finding Cases Stuck in a Specific Stage​

Scenario: Team lead wants to find cases stuck in "Initial Assessment" stage for more than 30 days

Steps:

  1. Navigate to Process Insights > Caseload
  2. Click Stage column filter icon
  3. Select Operator: "is", Value: "Initial Assessment"
  4. Click Apply
  5. Click Flow Duration column header to sort DESC
  6. Review cases at top with highest duration

Generating Report Data​

Scenario: Administrator needs to export case data for reporting

Steps:

  1. Navigate to Process Insights > Caseload
  2. Apply desired filters (Process Type, Status, etc.)
  3. Sort by relevant column
  4. Select and copy table data (if supported)
  5. OR use Reports section for formal exports

Tips and Best Practices​

💡 For Quick Overviews: Use team member filter + Status filter combination to see active cases per person

💡 For Finding Bottlenecks: Sort by Flow Duration DESC to identify longest-running cases that may need intervention

💡 For Balancing Workload: Use Maintainer column filter to compare case counts across team members

💡 For Urgent Cases: Combine Status "Active" + sort by Next Deadline ASC to prioritize

⚠️ Important: Filter and sort settings reset when you navigate away from Process Insights

FAQ​

Q: What's the difference between filtering by team member at the top vs. using the Maintainer column filter?​

A:

  • Team member filter (profile circles): Shows only cases where selected person is the maintainer
  • Maintainer column filter: Achieves the same result but through the table filter interface

Both methods filter by maintainer in the Caseload tab. The team member filter is faster for quick filtering, while the column filter is useful when combining with other column criteria.

Q: Why does the team member filter work differently in Caseload vs. Workload?​

A:

  • Caseload tab: Team member filter shows cases where person is maintainer only
  • Workload/Metrics tabs: Team member filter shows cases where person has any task assignment

This difference allows supervisors to distinguish between "What cases does this person own?" (Caseload) vs. "What cases is this person involved with?" (Workload).

Q: Can I save my filter and sort settings?​

A: Currently, filter and sort settings are not saved between sessions. When you navigate away from Process Insights > Caseload and return, filters reset to default.

Q: How is this different from the Reports section?​

A:

  • Caseload tab: Real-time interactive table view for quick analysis and filtering
  • Reports section: Formal report generation with export capabilities (CSV, PDF, etc.)

Use Caseload for ad-hoc exploration and Reports for formal documentation and sharing.

Q: Can I see cases from multiple Process Types at once?​

A: Yes. Leave the Process Type dropdown set to "All Process Types" (default) to see cases from all workflows. Filter by Process Type when you need to focus on a specific workflow.