Operations Monitor

Available with Smap Server version 26.06+.

The Operations Monitor is an organisation-wide view of case management and workflow for senior managers. It answers four questions at a glance: what is the workload, what is the trend, what is falling behind, and how are the units performing. To open it select the modules menu and then Operations.

Access is restricted to users in the admin security group. Data is scoped to your organisation and is further filtered by role-based access control (RBAC): a security manager sees every survey, while other users (including plain admins) only see the cases, tasks and alerts for surveys they have unfiltered role access to.

The page is laid out in drill-down layers. The overview (L0) is the landing page; clicking a tile, a unit row or an alert opens a more detailed view, which in turn links down to a single record.

L0  Overview        KPI tiles, backlog trend, open alerts, units table
      |
L1  Unit (role)     one role's workload, throughput, overdue %, at-risk items
      |
L2  Record list     the specific overdue / stale records
      |
L3  Record          the case viewer (view + assign / release)

Overview (L0)

KPI tiles

A row of tiles across the top shows the headline numbers, each with a 30-day trend sparkline and a red/amber/green (RAG) colour:

  • Open cases - open case records (not closed, not flagged bad).

  • Unassigned cases - open cases not yet picked up by anyone.

  • Tasks in progress - tasks that are accepted or unsent but not yet submitted.

  • Tasks overdue - tasks whose finish time has passed and that are not submitted.

  • Stale items - any open task or case older than the organisation's stale interval.

  • Open alerts - open case-management alerts.

  • Submissions (7 days) - submissions received in the last week.

Most tiles are links. Clicking Open cases, Unassigned cases, Tasks in progress, Tasks overdue, Stale items or Open alerts opens the record list (L2) filtered to that type.

Case backlog

The backlog chart plots, over the trend window, the cases opened and closed per day together with the cumulative net backlog (opened minus closed). A rising net backlog means cases are being raised faster than they are being resolved.

Open alerts

The open alerts list shows the current case-management alerts, coloured by priority (high, medium, low) and showing the bundle and how long ago each was raised. Each alert links straight to the record it concerns.

Units (roles)

A unit is a role from the role table - the organisation's unit of structure - not a security group. The units table lists one row per role that currently owns open work, with its open cases, open tasks, overdue tasks and overdue percentage. Each row is RAG-coloured on its overdue percentage (amber at or above the amber threshold, red at or above the red threshold). Click a role to open its unit detail page (L1).

Two reconciliation rows may also appear at the foot of the table so the figures add up:

  • Unassigned - open cases with no owner.

  • No unit - work owned by a user who is not a member of any role.

These rows link to the matching record list (L2). Non-security-managers only see the roles they are a member of.

The time the figures were generated is shown beneath the table. Use the Refresh menu item to recompute the overview (results are cached briefly per user, so a refresh forces a fresh read).

Unit detail (L1)

Reached by clicking a role in the units table, the unit page shows that one role's performance in depth:

  • open cases, open tasks, overdue count and overdue percentage;

  • average case cycle time and average task cycle time, in days;

  • a throughput chart with two series - cases closed and tasks completed per day;

  • a per-unit backlog chart;

  • an at-risk items table listing the role's overdue tasks and stale open cases, each linking to the record.

Record list (L2)

Reached from a KPI tile or a reconciliation row, the record list (At-risk records) is an organisation-wide table of the records behind a tile - overdue tasks and stale open cases. Each row shows the item type, title, bundle, assignee, age in days and an overdue/stale flag, and links to the record. The list is capped at 100 rows.

Case viewer (L3)

Case links open a dedicated, organisation-scoped case viewer rather than the console. This lets an admin open a case in any project in the organisation, without needing to be a member of that project. The viewer shows the case metadata (owner, open/closed state) and its field values, and lets the manager Assign the case to a user or Release it.

Configuration

The thresholds are set per organisation on the Operations tab of the admin settings page (admin module, settings). The configurable values are:

  • Stale interval (days) - any open task or case older than this counts as stale.

  • Trend window (days) - the period covered by the sparklines and backlog chart.

  • RAG amber threshold (overdue %) - the overdue percentage at which a unit turns amber.

  • RAG red threshold (overdue %) - the overdue percentage at which a unit turns red.

The defaults are a 30-day trend window, a stale interval applied to both tasks and cases, and RAG thresholds of amber at 10% and red at 25%.

Email digest

An Operations Summary can be emailed on a schedule. It is configured as an ordinary periodic email notification: when editing a periodic email notification, choose Operations Summary as the report instead of a survey report. The digest is an XLSX workbook with sheets for the KPIs, the units (RAG), the at-risk records (overdue and stale) and the open alerts, and is sent to the notification's recipients on its schedule.