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Overview

Last Updated: March 9, 2026
Document ID: UG-INSIGHTS-001
Version: 1.1

Overview​

Process Insights provides organization-wide analytics and visibility into your team's workload, performance metrics, and caseload. Unlike the Dashboard (which shows only your personal cases), Process Insights displays data across your entire organization.

What Process Insights covers:

  • Metrics - Organization-wide performance indicators including deadline tracking and alerts
  • Workload - Org-wide swimlane view showing cases organized by deadline urgency
  • Caseload - Organization-wide table view of all cases with filtering and sorting

Key difference from Dashboard:

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

Key Terms​

TermDefinition
Process InsightsOrganization-wide analytics section accessible from left navigation bar
Org-WideData spanning entire organization, not limited to individual user assignments
Process TypeThe Process Flow template being filtered (e.g., "CARE Act Flow", "Assessment Flow")
Team Member FilterControls to filter cases by Maintainer or Assignee role (now type-to-search autocomplete)
Filter PanelCollapsible side panel with advanced filtering options: date ranges, maintainer, assignee
MetricsPerformance indicators including deadline percentages and alert counts
WorkloadOrganization-wide swimlane view similar to Dashboard: My Overview
CaseloadOrganization-wide table view similar to Dashboard: My Caseload

Accessing Process Insights​

Location: Left navigation bar (tool tray)

URL: /dashboard/process-insights

Steps:

  1. Click the Process Insights icon in the left toolbar
    • Icon appears alongside Dashboard, Locations, Reports, Directory
  2. Process Insights page opens at /dashboard/process-insights showing three tabs: Metrics, Workload, Caseload
  3. Default view shows Metrics tab

Navigation:

  • Click any of the three tabs to switch views
  • Use the tool tray at bottom to navigate to other sections (Dashboard, Locations, Reports, Directory, Create Case)

Common Filter Controls​

All three Process Insights tabs share the same filtering controls. These controls include a Process Type dropdown at the top of the page, and a collapsible filter panel for team member and date-range filters.

1. Process Type Dropdown​

Purpose: Filter cases by Process Flow template

Location: Top of Process Insights section, below tab navigation

How it works:

  1. Click the Process Type dropdown
  2. Select a Process Flow template (e.g., "CARE Act Flow")
  3. All three tabs filter to show only cases using that Process Flow

Note: There is no "All Process Types" option — the dropdown defaults to CARE and always has one process type active.

Use case: Focus on a specific workflow type to analyze performance or workload for that process

2. Collapsible Filter Panel​

A collapsible panel provides access to more advanced filter controls. Click the filter icon or "Filters" button to expand or collapse the panel.

Filters available in the panel:

Date Range Filters​

  • Date From and Date To fields let you scope data to a specific time window
  • Use mm/dd/yyyy format or the calendar picker
  • Applies across all three tabs

Filter by Maintainer​

Purpose: Show cases where a specific person is the case owner (maintainer)

How to use:

  1. Click into the Filter by Maintainer field
  2. Start typing a name — matching team members appear as you type
  3. Select from the autocomplete suggestions
  4. Cases filter to show only cases where that person is the maintainer

Filter by Assignee​

Purpose: Show cases where a specific person has been assigned tasks

How to use:

  1. Click into the Filter by Assignee field
  2. Start typing a name — matching team members appear as you type
  3. Select from the autocomplete suggestions
  4. Cases filter to show cases where that person has any active task assignment

Filter behavior by tab:

  • Metrics & Workload tabs: Assignee filter shows cases where person has been assigned ANY task (including maintainer role)
  • Caseload tab: Maintainer filter shows cases where person is the case owner only

The Three Tabs​

Metrics Tab​

Organization-wide performance indicators and case status distribution.

What you'll see:

  • % of cases with approaching deadlines - Percentage metric card
  • % of cases past due - Percentage metric card
  • Case distribution pie chart - Visual breakdown by status:
    • Past Due (cases beyond deadline)
    • Approaching Deadline (cases near deadline)
    • Alert (cases with active alerts)
    • Deadline Far Away (cases with distant deadlines)
  • Case list table - Same 9-column structure as Dashboard: My Metrics but with organization-wide scope

Table columns (9 total):

  • Client ID, Status, Alerts, Name, Group, Next Deadline, Assignees, Open Tasks, Last Updated

Key difference from My Metrics:

  • My Metrics (Dashboard) - Shows YOUR assigned cases only
  • Metrics (Process Insights) - Shows ALL cases in organization

See Process Insights: Metrics for detailed documentation.

Workload Tab​

Organization-wide swimlane view showing cases organized by deadline urgency.

What you'll see:

  • Same swimlane structure as Dashboard: My Overview
  • Three deadline-based swimlanes: Past Due, Priority, Upcoming
  • Cases displayed as cards with key information
  • Org-wide scope (all cases, not just yours)

Key difference from My Overview:

  • My Overview - Shows only cases assigned to YOU
  • Workload - Shows ALL cases in organization (filtered by team member if selected)

See Process Insights: Workload for detailed documentation.

Caseload Tab​

Organization-wide table view of all cases with filtering and sorting capabilities.

What you'll see:

  • Same table structure as Dashboard: My Caseload
  • All 11 columns with sort and filter options
  • Org-wide scope (all cases across organization)

Key difference from My Caseload:

  • My Caseload - Shows cases you've worked on
  • Caseload (Process Insights) - Shows ALL cases in organization

See Process Insights: Caseload for detailed documentation.

Common Use Cases​

Supervisors and Managers:

  • Monitor team workload distribution across all cases
  • Identify bottlenecks by viewing past due and approaching deadline percentages
  • Check specific team member caseloads using team member filters

Quality Assurance:

  • Review organization-wide case status for compliance
  • Track alert patterns across all cases
  • Analyze process performance by Process Type

Team Leads:

  • Balance workload by viewing swimlanes across entire team
  • Identify cases needing attention (past due, high alerts)
  • Review team member involvement in cases