Skip to content
Case action status › Configure case management › Case management › Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Case action status analytics

The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.

The dashboard includes the Open Backlog - Blocked widget which breaks down the remaining work to show cases that are with the following users:

  • Agent
  • Customer
  • Other Internal Stakeholder

As blocking tasks for a case get created and resolved, this dashboard widget tracks the case time spent with each of these users. The breakdown is set for:

  • Blocked internally
  • Blocked by customer
  • Blocked internally and by customer