Dashboard Overview

Monitor KPIs, performance metrics, and team workload

What is the Dashboard?

The Dashboard is your central command center for monitoring claims, team performance, and operational health. It provides real-time insights into what’s happening across your organization.

Access: Available immediately upon login for all roles (customized by permission level)

---

Dashboard Components

Key Performance Indicators (KPIs)

Top-level metrics displayed prominently:

Total Claims

• Count of all active claims in system
• Trend indicator (up/down from last period)
• Quick filter to view list

Open Claims

• Claims awaiting assignment or action
• Red alert if count is high
• Click to see list

In Progress Claims

• Claims actively being worked
• Shows team engagement
• Filter by department or person

Resolved Claims

• Claims awaiting verification/closure
• Manager action needed
• Review queue

SLA Compliance Rate

• Percentage of claims meeting deadline
• Green (above 90%), Yellow (75-90%), Red (below 75%)
• Organization-wide metric

Average Resolution Time

• Mean time from creation to closure
• Trending up or down
• Compare to industry benchmarks

Critical Claims

• Count of high-urgency issues
• Always displayed prominently
• Requires immediate attention

Overdue Claims

• Claims past SLA deadline
• Red alert indicator
• Escalation recommended

---

Team Workload View

Workload by Department

Visual breakdown showing:

• Production: 12 claims (4 critical, 8 high)
• Quality: 8 claims (1 critical, 3 high, 4 medium)
• Maintenance: 15 claims (2 critical, 8 high, 5 medium)
• Logistics: 5 claims (0 critical, 2 high, 3 medium)
• Safety: 2 claims (2 critical)

Insights:

• Which departments are busiest
• Where resources are needed
• Bottleneck identification
• Capacity planning

Individual Workload

Team member assignment view:

Team Member	Total Claims	Critical	High	Medium	Low	SLA Status
John Smith	7	2	3	2	0	85% on-time
Sarah Lee	4	0	2	2	0	100% on-time
David Chen	9	1	5	3	0	78% on-time
Maria Garcia	3	0	1	2	0	100% on-time

Use this to:

• Balance workload (David has 9, Maria has 3)
• Identify who needs help
• Recognize top performers
• Reassign claims if needed
• Track individual SLA performance

---

Priority Distribution

Visual Priority Breakdown

Chart showing claim distribution:

• Critical: 15% (RED indicator)
• High: 35% (ORANGE indicator)
• Medium: 40% (YELLOW indicator)
• Low: 10% (GREEN indicator)

Healthy distribution:

• Critical should be below 20%
• Most claims Medium/Low
• High percentage of Critical = process issue

If seeing too many Critical:

• Review AI classification settings
• Check if users manually overriding
• May indicate operational problems
• Consider process improvements

---

Category Analysis

Claims by Category

Breakdown by type:

• Quality: 45% (largest category)
• Maintenance: 30%
• Logistics: 15%
• Safety: 5%
• Other: 5%

Trending analysis:

• Quality claims down 12% this month (good trend)
• Maintenance claims up 8% (aging equipment?)
• Safety stable
• Logistics improving

Use insights to:

• Identify recurring problems
• Allocate resources
• Plan preventive maintenance
• Improve processes

---

SLA Performance Tracking

SLA Status Overview

Real-time compliance monitoring:

On-Time Claims (GREEN)

• 42 claims on track
• Meeting deadlines
• No immediate action needed

At-Risk Claims (YELLOW)

• 8 claims approaching deadline
• Action recommended soon
• Review and prioritize

Overdue Claims (RED)

• 3 claims past deadline
• Immediate escalation required
• Manager intervention needed

Overall SLA Compliance: 88%

• Target: 90%
• Trend: Improving (+3% from last month)
• Action: Focus on at-risk claims

Department SLA Performance

Department	Total Claims	On-Time	At-Risk	Overdue	Compliance %
Quality	25	22	2	1	88%
Maintenance	18	15	2	1	83%
Logistics	8	7	1	0	88%
Safety	2	2	0	0	100%

Insights:

• Safety performing excellently
• Maintenance needs attention (83%)
• Quality and Logistics similar performance
• Focus improvement efforts on Maintenance

---

Trend Analysis

Time-Series Charts

Claims Created Over Time

• Line chart showing daily/weekly claim volume
• Identify spikes and patterns
• Seasonal trends
• Plan staffing accordingly

Resolution Time Trends

• Are we getting faster or slower?
• Month-over-month comparison
• Goal: Decreasing trend

SLA Compliance Trends

• Historical compliance rates
• Identify improvement or decline
• Correlate with events (new staff, process changes)

Category Trends

• Which problem types increasing?
• Which decreasing?
• Focus improvement where needed

---

Filters and Customization

Dashboard Filters

Filter by:

• Date Range: Today, This Week, This Month, Custom
• Department: All, Production, Quality, Maintenance, etc.
• Priority: All, Critical, High, Medium, Low
• Status: All, Open, In Progress, Resolved, Closed
• Assigned To: All, Me, Specific Person, Unassigned
• Category: All, Quality, Safety, Logistics, Maintenance
• SLA Status: All, On-Time, At-Risk, Overdue

Save filter presets:

• “My Critical Claims”
• “Department Overview”
• “SLA At-Risk”
• “This Week’s Activity”

Role-Based Views

Employee View:

• My assigned claims
• My department claims
• Claims I created
• Simplified metrics

Manager View:

• Full department overview
• Team workload distribution
• SLA performance
• Escalation queue
• Resource allocation

Admin View:

• Organization-wide metrics
• All departments
• System health
• Configuration access
• User management

---

Quick Actions

Dashboard Shortcuts

From dashboard, you can:

Create New Claim

• One-click claim creation
• Text, Voice, or Image
• Fastest way to report

Bulk Actions

• Select multiple claims
• Assign to same person
• Change priority
• Add to watchlist

Export Data

• Download current view as CSV
• Generate PDF report
• Schedule automated reports
• Share with stakeholders

Escalate Claim

• Quick escalation for at-risk/overdue
• Notify manager immediately
• Track escalation history

---

Real-Time Updates

Live Dashboard

Auto-refresh:

• Dashboard updates every 30 seconds
• No need to manually refresh
• See changes immediately
• Real-time collaboration

Notification badges:

• New claim indicator
• Assignment notifications
• Comment alerts
• SLA warnings

Activity feed:

• Recent claim updates
• Team activity
• System events
• Audit trail

---

Dashboard Widgets

Customizable Layout

Drag-and-drop widgets:

• Arrange dashboard your way
• Show/hide widgets
• Resize components
• Save personal layout

Available widgets:

• KPI Summary Cards
• Team Workload Chart
• SLA Compliance Gauge
• Priority Distribution Pie Chart
• Recent Activity Feed
• At-Risk Claims List
• My Assigned Claims
• Department Performance
• Trend Charts

---

Performance Metrics

Individual Performance

For each team member, track:

• Claims assigned
• Claims resolved
• Average resolution time
• SLA compliance rate
• Customer satisfaction
• Collaboration activity

Use for:

• Performance reviews
• Recognition and rewards
• Identifying training needs
• Workload balancing

Team Performance

Department-level metrics:

• Total claims handled
• Resolution speed
• SLA compliance
• Recurring issues
• Collaboration effectiveness

Compare departments:

• Benchmark performance
• Share best practices
• Identify process gaps
• Resource allocation

---

Alert Configuration

Custom Alerts

Set up alerts for:

• New critical claim created
• Claim assigned to me
• SLA approaching deadline (2 hours before)
• Claim overdue
• Comment mentions me
• Status changed on my claim

Alert channels:

• In-app notification (bell icon)
• Email notification
• SMS (if configured)
• Dashboard banner

Alert frequency:

• Immediate
• Hourly digest
• Daily summary
• Custom schedule

---

Reports and Analytics

Built-in Reports

Available reports:

Daily Summary

• Claims created today
• Claims resolved today
• Current backlog
• SLA compliance
• Team activity

Weekly Performance

• Week-over-week trends
• Team performance
• Category breakdown
• Resolution metrics

Monthly Review

• Month-end KPIs
• Department comparison
• Improvement areas
• Executive summary

Custom Reports

• Build your own
• Select metrics
• Choose date range
• Schedule delivery

Export Options

Download formats:

• CSV (Excel compatible)
• PDF (formatted report)
• JSON (API integration)
• Print-friendly view

Scheduled exports:

• Daily at 8 AM
• Weekly on Monday
• Monthly on 1st
• Custom schedule

---

Dashboard Best Practices

Daily Routine

Start of day (5 minutes):

1. Check dashboard for new critical claims
2. Review at-risk claims
3. Check team workload
4. Prioritize your work

During day (ongoing):

• Monitor real-time updates
• Respond to notifications
• Update claim status
• Communicate with team

End of day (5 minutes):

• Review progress on assigned claims
• Update status before leaving
• Check tomorrow’s priorities
• Note blockers for follow-up

Weekly Review

Manager weekly check (15 minutes):

1. Review SLA compliance trends
2. Identify workload imbalances
3. Recognize top performers
4. Address recurring issues
5. Plan resource allocation

Monthly Analysis

Admin monthly review (30 minutes):

1. Analyze category trends
2. Review department performance
3. Identify process improvements
4. Update SLA policies if needed
5. Generate executive report

---

Dashboard Tips

Maximizing Dashboard Value

Do:

• Check dashboard daily
• Use filters to focus
• Set up relevant alerts
• Export data for meetings
• Share insights with team
• Act on at-risk claims immediately

Don’t:

• Ignore overdue claims
• Let at-risk become overdue
• Micromanage based on metrics
• Skip weekly reviews
• Hide bad metrics
• Delay taking action

Common Insights

High volume of claims:

• May need additional staff
• Check for systemic issues
• Review process efficiency

Low SLA compliance:

• Unrealistic SLA settings?
• Resource constraints?
• Training needed?

Unbalanced workload:

• Reassign claims
• Hire additional staff
• Review auto-assignment rules

---

Next Steps

• Advanced Analytics - Deep-dive analysis
• Reports - Generate detailed reports
• Business Rules - Automate workflows
• SLA Policies - Configure deadlines