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Metrics

Last Updated: January 21, 2026
Document ID: UG-INSIGHTS-002
Version: 1.0

Overview​

The Metrics tab in Process Insights provides organization-wide performance indicators and case status analytics. This view displays key metrics including deadline tracking percentages, case distribution visualization, and a detailed case list with alert information.

What this guide covers:

  • Understanding performance metric cards
  • Interpreting the case distribution pie chart
  • Using the metrics case list table
  • Filtering metrics by Process Type and Team Members

What this guide does NOT cover:

Who should use this guide:

  • Supervisors monitoring team performance
  • Managers tracking deadline compliance
  • Team leads analyzing case distribution
  • Administrators generating performance reports

Key Terms​

TermDefinition
MetricsOrganization-wide performance indicators and case analytics
Approaching DeadlineCases with deadlines within near-term threshold
Past DueCases with deadlines that have already passed
AlertsSystem notifications or warnings associated with a case
Case DistributionVisual breakdown of cases by deadline status category
Stage DurationTime spent in a specific stage (used by managers for process improvement metrics)

Accessing Metrics View​

Location: Process Insights > Metrics tab

Steps:

  1. Click the Process Insights icon in the left navigation bar
  2. Process Insights opens showing the Metrics tab by default
  3. OR click the Metrics tab (leftmost tab)

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

Performance Metric Cards​

The Metrics tab displays percentage-based performance indicators at the top of the view:

% of Cases with Approaching Deadlines​

What it shows: Percentage of active cases with deadlines within the near-term threshold

Visual: Metric card with percentage value

Use case: Monitor how many cases need attention soon to prevent them from becoming past due

Example: "35%" means 35% of active cases have approaching deadlines

% of Cases Past Due​

What it shows: Percentage of active cases with deadlines that have already passed

Visual: Metric card with percentage value

Use case: Track deadline compliance and identify urgent cases requiring immediate attention

Example: "12%" means 12% of active cases are currently past due

💡 For Managers: These percentages serve as key performance indicators (KPIs) for process health. Higher past due percentages may indicate bottlenecks or resource constraints.

Case Distribution Pie Chart​

Visual: Pie chart showing breakdown of cases by deadline status category

Categories displayed:

  1. Past Due - Cases with deadlines that have passed (red/critical)
  2. Approaching Deadline - Cases with near-term deadlines (yellow/warning)
  3. Alert - Cases with active system alerts (orange/attention)
  4. Deadline Far Away - Cases with distant deadlines (green/comfortable)

What each slice represents: Proportion of total cases in that category

Interactive: Click a slice to filter the case list below to that category (feature may vary)

Use case:

  • Quick visual assessment of organization-wide case status
  • Identify if workload is heavily weighted toward urgent cases
  • Compare distribution over time to spot trends

Metrics Case List Table​

Below the performance cards and pie chart is a detailed case list table.

Table Structure​

The Metrics table is the same as Dashboard: My Metrics but with organization-wide scope. It displays 9 columns optimized for performance tracking and alert management.

See Dashboard: My Metrics for detailed column descriptions and table interaction.

Default Column Order​

PositionColumnDescriptionIncluded in Metrics
1Client IDUnique identifier for the client✅
2StatusCurrent case state (Active, On Hold, Closed)✅
3AlertsNumber of active alerts on the case✅
4NameClient name (hidden in Safe Mode)✅
5GroupCurrent major phase/status in Process Flow✅
6Next DeadlineDate of nearest upcoming deadline✅
7AssigneesTeam members with active task assignments✅
8Open TasksCount of incomplete tasks✅
9Last UpdatedTimestamp of most recent activity✅

Key Differences from My Caseload / Caseload​

Columns in Metrics (9 total):

  • ✅ Alerts - Prominently displayed for triage
  • ✅ Group - Shows major phase (instead of specific Stage)
  • ✅ Open Tasks - Count of incomplete tasks
  • ❌ Stage - Not included (Group shown instead)
  • ❌ Maintainer - Not included
  • ❌ Flow Duration - Not included
  • ❌ Completed - Not included

Columns in My Caseload / Caseload (11 total):

  • ✅ Stage - Specific stage in Process Flow
  • ✅ Maintainer - Case owner
  • ✅ Active Tasks - Same as "Open Tasks" with different label
  • ✅ Flow Duration - Days since case creation
  • ✅ Completed - Completion status/date
  • ❌ Alerts - Not included
  • ❌ Group - Not included (Stage shown instead)

Why Different Columns?​

Metrics view prioritizes:

  • Alert counts for urgent issue identification
  • Group (major phase) for high-level workflow understanding
  • Performance-relevant data for managers and supervisors

Caseload view prioritizes:

  • Comprehensive case details
  • Maintainer assignments
  • Detailed stage and completion tracking

Filtering and Sorting​

Process Insights Filters​

The Metrics tab shares the same filter controls as all Process Insights tabs:

Process Type Filter​

Purpose: Show metrics for 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. Metric cards, pie chart, and table all update to show only that Process Type

Use case: Analyze performance for specific programs or workflows

Team Member Filter​

Purpose: Show metrics for cases where specific team member(s) have involvement

How it works in Metrics tab:

  • Shows cases where the selected team member has been assigned ANY task
  • Includes cases where team member is maintainer (case owner)
  • Includes cases where team member is/was assigned specific tasks
  • Same behavior as Workload tab

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

Multiple selections: Click multiple profile pictures to see combined metrics

Table Column Filters​

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

Steps to apply:

  1. Click the filter icon in any column header
  2. Select filter criteria:
    • Column: Which column to filter
    • Operator: Comparison method (e.g., "is", "contains", "greater than")
    • Value: Specific value to match
  3. Click Apply

Example filters:

  • Status is "Active" - Show only active cases
  • Alerts greater than "0" - Show only cases with active alerts
  • Stage is "Initial Assessment" - Show cases in specific stage

Sorting​

Click any column header to sort:

  • First click: Ascending order
  • Second click: Descending order
  • Third click: Removes sort

Common sorting patterns for Metrics:

  • Sort by Alerts DESC - See cases with most alerts first
  • Sort by Next Deadline ASC - Prioritize by urgency
  • Sort by Active Tasks DESC - Find cases with most work remaining

Stage Duration (Manager Use Case)​

While not prominently displayed in the Metrics tab, Stage Duration is an important metric for managers:

What it is: Time spent in each stage of the Process Flow

Who uses it:

  • Managers analyzing process efficiency
  • Administrators identifying bottlenecks
  • Quality assurance tracking compliance with timelines

How it's used:

  • Support metric for process change decisions
  • Identify stages where cases commonly get stuck
  • Compare actual duration to expected duration

Visual indicator: Gold/complete status indicates stage is finished

💡 Note: Stage Duration is emphasized for managers and supervisors, not typically for front-line case managers or Outreach Advocates (OA level).

For detailed stage information, see Process Flows Guide.

Common Use Cases​

Monitoring Organization-Wide Deadline Compliance​

Scenario: Supervisor wants to check if the team is keeping up with deadlines

Steps:

  1. Navigate to Process Insights > Metrics
  2. Review % of Cases Past Due metric card
  3. Check % of Cases with Approaching Deadlines metric card
  4. Review pie chart to see overall distribution
  5. If percentages are high, drill into case list to identify specific cases

Action: If past due percentage is above acceptable threshold, reassign cases or allocate additional resources

Finding Cases with High Alert Counts​

Scenario: Quality assurance staff wants to review cases with multiple alerts

Steps:

  1. Navigate to Process Insights > Metrics
  2. Click Alerts column header to sort DESC
  3. Cases with highest alert counts appear at top
  4. Click into cases to investigate alert details
  5. Address alerts or escalate as needed

Analyzing Process-Specific Performance​

Scenario: Program manager wants to see metrics for "CARE Act Flow" only

Steps:

  1. Navigate to Process Insights > Metrics
  2. Click Process Type dropdown
  3. Select "CARE Act Flow"
  4. Review updated metric cards and pie chart
  5. Compare to other Process Types by switching filters

Reviewing Team Member Performance​

Scenario: Manager wants to see metrics for all cases where "John Doe" has involvement

Steps:

  1. Navigate to Process Insights > Metrics
  2. Click John Doe's profile picture circle (or use text search)
  3. Metric cards update to show percentages for John's cases
  4. Review pie chart to see distribution of his workload
  5. Check table for specific cases

Note: This shows cases where John has ANY task assignment, not just cases he maintains.

Tips and Best Practices​

💡 For Daily Monitoring: Check % Past Due metric daily to catch urgent cases early

💡 For Process Improvement: Compare metrics across different Process Types to identify which workflows need optimization

💡 For Alert Management: Sort by Alerts DESC weekly to ensure high-alert cases get attention

💡 For Resource Planning: Use pie chart to visualize if workload is balanced or heavily weighted toward urgent categories

⚠️ Important: Metrics refresh in real-time. When cases move or get updated, percentages and charts update automatically.

FAQ​

Q: How often do the metrics update?​

A: Metrics update in real-time as cases change. When a case moves past its deadline, the % Past Due metric increases immediately. The pie chart and case list also refresh automatically.

Q: What counts as an "Alert" in the Alerts column?​

A: Alerts include:

  • System-generated warnings (e.g., missing required information)
  • Deadline proximity notifications
  • Compliance alerts
  • Custom alerts configured by administrators

Click into a case to view detailed alert information in the Case Page.

Q: Why don't I see Flow Duration or Completed columns?​

A: The Metrics tab prioritizes performance-relevant columns. Flow Duration and Completed columns were removed to make room for the Alerts column, which is more relevant for metrics analysis.

If you need these columns, use the Caseload tab (Process Insights > Caseload) which includes all 11 columns.

Q: What's the difference between Process Insights: Metrics and Dashboard: My Metrics?​

A:

Both tabs use the same table structure with 9 columns, but they differ in scope:

  • Dashboard: My Metrics - Shows YOUR assigned cases only (user-specific)
  • Process Insights: Metrics - Shows ALL cases in your organization (org-wide)

Dashboard: My Metrics is for personal performance tracking, while Process Insights: Metrics is for supervisors monitoring organization-wide performance.

See Dashboard: My Metrics for personal metrics documentation.

Q: Can I export these metrics for reporting?​

A: The Metrics tab is designed for on-screen viewing and quick analysis. For formal reports and exports, use the Reports section accessible from the left navigation bar.

Q: What's the difference between filtering by team member in Metrics vs. Caseload?​

A:

  • Metrics tab: Shows cases where person has any task assignment (including maintainer)
  • Caseload tab: Shows cases where person is the maintainer only

Use Metrics to see all cases someone is involved with, regardless of their role.