Overview - Open/Close
Introduction
The dashboard Overview – Open/Close displays which activities might be set as Open/Close activities. Moreover, when those are set, the dashboard can be used to analyze the influence of these settings on the data. See illustration below.
KPIs
Below is a description of the KPIs that are displayed on the top.
| KPI | Description |
|---|---|
| Closed cases | Cases that ended with a close activity and started with an open activity. |
| Open cases | The cases that did not end with a close activity and started with an open activity. |
| Incorrect start cases | The cases that did not start with an open activity. |
Dashboards charts
Below is a description of the dashboard charts of the Overview - Open/Close dashboard.
| Chart | Description |
|---|---|
| First event | Displays the number and percentage of cases per first event. |
| History (first event) | Displays the history of the number and percentage of cases per first event. |
| Last event | Displays the number and percentage of cases per last event. |
| History (last event) | Displays the history of the number and percentage of cases per last event. |
When there is not a clear answer on the question which activities might be the open/close activities, the information on the History charts help you to draw conclusions. Below is a description of typical situations for close and open activities.
Close activity
When a graph of an activity is stable over time and the percentage is high, the activity often is the last activity of a case. This means it probably should be a close activity.
When a graph has a spike at the end, this probably means that it is the last activity of cases that are not resolved yet, and it is not a close activity.
Open activity
When a graph of an activity is stable over time and the percentage is high, the activity often is the first activity of a case. This means it probably should be an open activity.
When a graph has a spike at the start, this probably means that it is the first activity of cases that have been cut in your data, and it is not an open activity.