The Finance tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for finance requests, helping managers assess workload distribution and monitor finance case activity over time.

Today's snapshot

The Today's snapshot section tracks open case volume and current assignment status at a point in time. Use this section to assess workload distribution, spot triage gaps, and determine whether staffing coverage is meeting current demand. Unassigned cases are the signal to act on first.

Table 1. Finance Today's snapshot metrics

Metric	Description
Total open cases	Total number of finance cases currently open. Example value: 32.
Cases unassigned	Number of open finance cases not yet assigned to an agent. Example value: 7.
Cases assigned	Number of open finance cases currently assigned to an agent. Example value: 25.

Performance trends

The Performance trends section tracks case volume, resolution rates, and self-service deflection over a selected period. Use this section to identify trends, spot emerging bottlenecks, and evaluate whether process changes are having an effect. Adjust the date range filter to compare periods and surface patterns that a daily snapshot does not show.

Table 2. Finance Performance trends metrics

Metric	Description
Total cases created	Total number of finance cases created in the selected date range, with a comparison to the previous period. Example value: 35 cases created (up 31, or 775.0%, from the previous period, March 28 – April 26).
Total cases resolved	Total number of finance cases resolved in the selected date range, with a comparison to the previous period. Example value: 0 cases resolved (0.0% change from the previous period).
Self solved using KB	Number of finance cases resolved by employees using knowledge base articles, without agent involvement, and raising a service request 24 hours from consuming the data. Example value: 6 (up 6 from the previous period).
Mean time to resolve	Average number of days to resolve a finance case over the selected period. No data is available when no cases have been resolved in the period.
Total cases created by case type	A chart showing case volume broken down by finance case type for the selected date range.