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Overview

Last Updated: January 21, 2026
Document ID: UG-INSIGHTS-001
Version: 1.0

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 FilterProfile picture circles that filter cases by team member involvement
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)

Steps:

  1. Click the Process Insights icon in the left toolbar
    • Icon appears alongside Dashboard, Locations, Reports, Directory
  2. Process Insights page opens 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 at the top of the page:

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
  4. Select "All Process Types" to remove filter

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

2. Team Member Filter (Profile Picture Circles)​

Purpose: Filter cases by team member involvement

Location: Below Process Type dropdown

Visual: Clickable circular profile pictures of team members

How it works:

  1. Click one or more profile picture circles
  2. Selected team members appear highlighted
  3. Cases filter based on team member involvement

Filter behavior varies by tab:

  • Metrics & Workload tabs: Shows cases where selected team member(s) have been assigned ANY task (including maintainer role)
  • Caseload tab: Shows cases where selected team member is the maintainer (case owner) only

3. Select Team Members (Text Search and Dropdown)​

Purpose: Search for and select team members by name

Location: Below profile picture circles

How it works:

  1. Click the Select Team Members field
  2. Type to search for team member by name
  3. Select from dropdown results
  4. Selected team members appear as profile circles and in the text field
  5. Cases filter according to tab-specific rules (see above)

Use case: When you can't find a team member in the profile circle gallery, use text search to locate them

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