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Workload

Last Updated: January 21, 2026
Document ID: UG-INSIGHTS-003
Version: 1.0

Overview​

The Workload tab in Process Insights provides an organization-wide swimlane view of all cases, organized by deadline urgency. This view is identical in structure to Dashboard: My Overview but shows cases across your entire organization rather than just your personal assignments.

What this guide covers:

  • Understanding the organization-wide swimlane layout
  • Filtering by Process Type and Team Members
  • Interpreting case cards in swimlanes
  • Comparing Workload view to My Overview

What this guide does NOT cover:

Who should use this guide:

  • Supervisors monitoring team workload
  • Managers reviewing organization-wide deadlines
  • Team leads balancing case distribution
  • Quality assurance staff tracking case flow

Key Terms​

TermDefinition
WorkloadOrganization-wide view of all cases in swimlane format
SwimlaneHorizontal row organizing cases by deadline urgency (Past Due, Priority, Upcoming)
Org-WideShows all cases in organization, not limited to individual user assignments
Case CardVisual card displaying key case information (client, stage, tasks, deadline)
Team FilterFilter showing cases where team member has been assigned any task (including maintainer)

Accessing Workload View​

Location: Process Insights > Workload tab

Steps:

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

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

Swimlane Structure​

The Workload view uses the same three-swimlane structure as Dashboard: My Overview:

1. Past Due Swimlane​

Shows: Cases with deadlines that have already passed

Sort order: Most overdue cases appear first (oldest deadline date at left)

Visual indicator: Red or warning styling (depending on theme)

Use case: Identify cases requiring immediate attention across the organization

2. Priority Swimlane​

Shows: Cases with approaching deadlines (within near-term threshold)

Sort order: Nearest deadlines appear first (left to right)

Visual indicator: Yellow or caution styling

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

3. Upcoming Swimlane​

Shows: Cases with deadlines further in the future

Sort order: Nearest upcoming deadlines appear first

Visual indicator: Standard or green styling

Use case: View pipeline of cases with comfortable time margins

Filtering Workload​

The Workload tab shares the same filter controls as 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 at top of page
  2. Select a Process Flow (e.g., "CARE Act Flow", "Assessment Flow")
  3. Swimlanes update to show only cases of that Process Type

Use case: Focus on workload for a specific program or workflow type

Team Member Filter​

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

How it works in Workload 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

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 workload

Use case:

  • View all cases a specific team member is involved with
  • Check combined workload for multiple team members
  • Monitor supervisor's cases (select your profile)

Case Cards in Workload View​

Each case displays as a card showing:

  • Client name (or Client ID in Safe Mode)
  • Current Stage in Process Flow
  • Active Tasks count
  • Next Deadline date
  • Task assignee avatars (team members with active tasks)

Clicking a card: Opens the Case Page for that case

For detailed case card information, see Case Cards.

Key Differences: Workload vs. My Overview​

AspectMy Overview (Dashboard)Workload (Process Insights)
ScopeUser-specific (your cases only)Organization-wide (all cases)
Cases shownCases assigned to YOUAll cases (filtered by team member if selected)
PurposeManage your personal workloadMonitor organization-wide workload
Typical usersCase managers, coordinatorsSupervisors, managers, QA staff
Swimlane structureSame (Past Due, Priority, Upcoming)Same (Past Due, Priority, Upcoming)
Card designIdenticalIdentical
Team member filterNot applicable (always shows your cases)Filters by any task assignment

Common Use Cases​

Supervisor Monitoring Team Workload​

Scenario: Supervisor wants to see how many cases are past due across the team

Steps:

  1. Navigate to Process Insights > Workload
  2. Leave filters at default (all Process Types, all team members)
  3. Review Past Due swimlane to see critical cases
  4. Click case cards to investigate or reassign

Checking Specific Team Member's Workload​

Scenario: Manager wants to see all cases where "Mia Williams" has active involvement

Steps:

  1. Navigate to Process Insights > Workload
  2. Click Mia Williams' profile picture circle (or use text search)
  3. Swimlanes update to show only cases where Mia has been assigned tasks
  4. Review distribution across Past Due, Priority, and Upcoming

Analyzing Process-Specific Workload​

Scenario: Program lead wants to see workload for "CARE Act Flow" process only

Steps:

  1. Navigate to Process Insights > Workload
  2. Click Process Type dropdown
  3. Select "CARE Act Flow"
  4. Review swimlanes showing only CARE Act cases
  5. Combine with team member filter to see specific person's CARE Act workload

Tips and Best Practices​

💡 For Supervisors: Check the Past Due swimlane daily to ensure urgent cases get attention

💡 For Balancing Workload: Use team member filters to compare individual workloads before reassigning cases

💡 For Process Analysis: Filter by Process Type to identify if specific workflows tend to fall behind

💡 For Quick Triage: Past Due swimlane sorts by most overdue first—start at the left and work right

⚠️ Important: Filter selections reset when you navigate away from Process Insights

FAQ​

Q: Why do I see different cases in Workload vs. My Overview?​

A:

  • My Overview shows only cases assigned to YOU
  • Workload shows ALL cases in your organization

If you want to see only your cases in swimlane view, use My Overview in the Dashboard.

Q: When I filter by team member in Workload, does it show only cases they maintain?​

A: No. In the Workload tab, filtering by team member shows any case where that person has been assigned ANY task, including being the maintainer.

If you only want to see cases where someone is the maintainer, use the Caseload tab instead and filter by the Maintainer column.

Q: Can I export or print the Workload view?​

A: Currently, the Workload view is for on-screen viewing only. For exportable data, use the Reports section or the Caseload tab which provides table data that can be copied.

Q: How often does the Workload view update?​

A: The Workload view updates in real-time. When cases move between swimlanes (due to deadline changes or case progression), the view reflects those changes automatically.