Dashboard Overview

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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)

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Dashboard Components

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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

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Team Workload View

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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

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Individual Workload

Team member assignment view: 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

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Priority Distribution

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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

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Category Analysis

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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

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SLA Performance Tracking

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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

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Department SLA Performance

Insights:

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

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Trend Analysis

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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

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Filters and Customization

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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”

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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

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Quick Actions

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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

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Real-Time Updates

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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

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Dashboard Widgets

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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

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Performance Metrics

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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

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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

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Alert Configuration

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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

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Reports and Analytics

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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

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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

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Dashboard Best Practices

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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

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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

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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

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Dashboard Tips

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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

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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

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Next Steps

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