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Use Workload Management Analytics in Public Sector
Gain insights that help you prioritize and distribute cases to improve efficiency, productivity, and community impact.
Required Editions
| View supported product editions. |
| User Permissions Needed | |
|---|---|
| To view Workload Management Analytics: | CRM Analytics Plus User AND TCRM for Public Sector User permission sets |
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From the App Launcher, find and select Public Sector: Benefit
Management.
The Workload Management Analytics dashboard shows on the home page. The dashboard has these four tabs: Summary, SLA Management, Benefits, and Leaderboard.
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On the Workload Management Analytics dashboard, select a tab. Filter a tab for specific
caseworkers, time frames, ZIP codes, and other criteria.
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- Summary
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See an overview of the caseloads, case trends, and case distribution. Summary data answers these questions:
- How many total cases were assigned to a caseworker or team of caseworkers reporting to a manager in a selected time period?
- How many new cases were assigned to caseworkers in a selected time period?
- How many cases were open at any time in a selected time period?
- How many cases were closed during a selected time period?
- What’s the average time taken to close a case?
- What’s the average number of new cases received per day?
- How does the number of new, open, and closed cases vary over time?
- How does the conversion of referrals, complaints, and applications to cases vary over time?
- How are cases distributed over different categories?
- How many cases are in each stage and what’s the average time that cases are in a stage?
- Do any cases need immediate attention?
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- SLA Management
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See whether you’re meeting the service agreements. SLA Management data answers these questions:
- What’s the average time taken for a case to transition from one stage to another?
- How are cases of a particular status distributed over time and what’s their priority?
- What's the average time that a case is in a particular stage?
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- Benefits
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See how your work impacts the community. Benefits data answers these questions:
- How many individuals and households were served?
- How many benefits are disbursed?
- What is the amount of monetary benefits paid out?
- How many nonmonetary benefits are delivered?
- How many active care plans are you managing?
- How are benefit disbursements distributed over various programs?
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- Leaderboard
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Get insight into caseworker performance. Leaderboard data answers these questions:
- How does caseworker performance vary by the new, open, and total cases assigned to them?
- How does the performance compare between caseworkers?
- What is each team member’s caseload?
- What is the impact that each team member makes?
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