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Cases by Case Type

Organize and analyze your cases by their type to understand workload distribution, identify patterns, and optimize your workflow. The Cases by Case Type view provides a breakdown of all cases grouped by their classification.

Understanding Case Types​

Case Types define the category or classification of work in your project. Examples include:

  • Customer Support Tickets
  • Feature Requests
  • Bug Reports
  • Compliance Reviews
  • Contract Negotiations
  • Patient Intake
  • HR Requests

Viewing Cases by Type​

Chart View​

A horizontal bar chart shows:

  • Case Type on the Y-axis
  • Number of Cases on the X-axis
  • Color coding for quick visual comparison

Table View​

A detailed table with columns for:

  • Case Type
  • Total Count
  • In Progress
  • Completed
  • Overdue
  • Average Resolution Time

Analysis Features​

Filter and Drill Down​

  • Click on a case type to see all cases in that type
  • Filter by status, priority, or assignee
  • Date range selection for trend analysis

Metrics Per Type​

  • Throughput — How many cases of this type complete per week
  • Cycle Time — Average time to resolve
  • Quality Metrics — Completion rate, rework percentage
  • Bottlenecks — Which types take longest to resolve

Case Type Management​

Viewing Type Details​

Each case type shows:

  • Description — What this type represents
  • Template — Standard fields for this type
  • Rules — Automatic routing or assignment
  • SLA — Service level agreements

Customizing Types​

Admins can:

  • Add new case types
  • Modify descriptions and rules
  • Set default templates
  • Configure automation

Business Intelligence​

Use case type data to:

  • Identify high-volume types — Where to focus resources
  • Optimize workflows — Streamline the longest types
  • Capacity planning — Forecast team needs
  • Process improvement — Find bottlenecks
  • Customer insights — Understand what matters most

Reporting​

Generate reports showing:

  • Case type trends over time
  • Performance by type
  • Team efficiency by case type
  • Customer satisfaction by type

Examples​

Support Organization​

Case Type Distribution
- Bug Reports (45%)        → Focus on technical QA
- Feature Requests (30%)   → Product team coordination
- Customer Issues (25%)    → Escalation handling
Case Type Distribution
- Contract Review (40%)    → Legal team specialization
- Litigation (35%)         → Dedicated litigation team
- Compliance (25%)         → Compliance officer oversight

Best Practices​

  • Keep case types clearly defined
  • Use consistent naming conventions
  • Review type distribution monthly
  • Adjust resources based on volume trends
  • Train team on correct type assignment
  • Use type-specific templates

See Also​