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Caseload

Last Updated: March 9, 2026
Document ID: UG-INSIGHTS-004
Version: 1.1

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 (MRN)✅✅
NameClient name✅✅
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✅❌

Filterable columns are available in the filter bar below the tab navigation. Maintainer and Assignees are filtered via the collapsible filter panel.

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 Filters​

Team member filtering is accessed via the collapsible filter panel — click the filter icon or "Filters" button to expand it.

  • Type a name into the Filter by Maintainer autocomplete field to show cases where a person is the case owner
  • Type a name into the Filter by Assignee autocomplete field to show cases where a person has any task assignment

Note: In the Caseload tab, filtering by team member shows cases where that person is the maintainer (case owner), not just any task assignee.

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

Layer 2: Filter Bar​

A filter bar appears below the tab navigation and above the case table, providing quick access to common filters:

FilterInputDescription
MRNTextFilter by client MRN (matches Client ID column)
Client NameTextFilter by client name
StageText / SelectFilter by current stage in Process Flow
StatusSelectFilter by case status (Active, On Hold, Closed)
Next Deadline FromDate (mm/dd/yyyy)Cases with next deadline on or after this date
Next Deadline ToDate (mm/dd/yyyy)Cases with next deadline on or before this date
Last Updated FromDate (mm/dd/yyyy)Cases last updated on or after this date
Last Updated ToDate (mm/dd/yyyy)Cases last updated on or before this date

Using date fields: Each date field supports manual entry in mm/dd/yyyy format or selection via the calendar picker icon.

Clear Filters: Click the Clear Filters button to reset all filter bar fields at once.

Combining filters: Filter bar fields work together and also combine with the Process Type, Filter by Maintainer, and Filter by Assignee controls in the collapsible filter panel.

Example: Set Status to "Active" and Next Deadline To today's date to surface all active cases with a deadline today or earlier.

Sorting Cases​

Click any column header to open the column menu, then choose a sort option:

  • Sort by ASC — Ascending order (A-Z, oldest-newest, lowest-highest)
  • Sort by DESC — Descending order (Z-A, newest-oldest, highest-lowest)
  • Unsort — Removes the current sort (only available after ASC or DESC is applied)

Additional column menu options:

  • Hide column — Removes the column from view
  • Manage columns — Opens column visibility settings for all columns

Common sort patterns:

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

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 sortSort menu (ASC, DESC, Unsort, Hide, Manage)Sort menu (ASC, DESC, Unsort, Hide, Manage)
Filter bar—MRN, Client Name, Stage, Status, Next Deadline and Last Updated date ranges
Team member filterNot available (always shows your cases)Filter by Maintainer and Filter by Assignee (autocomplete, in collapsible filter panel)

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. In the filter bar, set Status to "Active"
  3. Table updates to show 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. Type "Mia Williams" into the Filter by Maintainer autocomplete field (in the collapsible filter panel)
  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 the Filter by Maintainer autocomplete (in the collapsible filter panel) to focus on one person's cases, then sort by columns to compare

💡 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: How do I filter by team member in the Caseload tab?​

A: Use the Filter by Maintainer or Filter by Assignee autocomplete fields in the collapsible filter panel. Click the filter icon or "Filters" button to expand it.

In the Caseload tab:

  • Filter by Maintainer — Shows cases where the selected person is the case owner
  • Filter by Assignee — Shows cases where the selected person has task assignments

Q: Why do the Maintainer and Assignee filters work differently across tabs?​

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: No — the Process Type dropdown always has one type active (defaults to CARE). To view a different workflow, select it from the dropdown. There is no "All Process Types" option.