By default, the Manage Case page displays the Summary tab, which is a summary table of cases the caseworker has access to. Cases display by either a certain level of the hierarchy or by individual cases and may be sorted by clicking on any column name.
A supervisor sees a hierarchy view based on their assigned level, such as a list of stores, districts, or departments. A caseworker only sees a list of individual cases assigned to them.
To view a specific case:
Select, or search for the desired hierarchy level from the Hierarchy Filter and click the desire case name.
Type the desired hierarchy level into the Search field above and click the desire case name.
Click the hierarchy name to drill down into the levels of the hierarchy.
If, as a case worker, you only have permissions to see your specifically assigned cases, the summary table shows cases within each row that you can click on to display the specific case.
The following features are available on this page:
Date Range - A menu of time ranges to view data from.
Hierarchy Filter - A menu of the hierarchy levels a caseworker has access to.
Search - This text box allows a user to enter a case number, name of case assignee, or store number.
Overall Resolve Rate - The number of cases resolved divided by the total number of cases for the selected Date Range and hierarchy level.
Total Cases - The sum of all cases for the Date Range and hierarchy level.
Hierarchy Breadcrumb - The level of an organization's hierarchy associated with the case. See Supported Measures for additional information.
Pagination - Use the left and right arrows to scroll through pages.
Items per page - A menu in the lower-right corner to select the number of list items to display on a page.
Open Tab
The Open tab is a table of active cases with sortable columns. Click a Case Number to display the case.
Escalated and Resolved Tabs
The layout of these tabs is similar to the Open tab and contain cases in these respective categories. See Escalating a Case and Close a Case for additional information.
