Creating graphs using Time Tracker

You can use Time Tracker to track the duration incident fields spend on each value.

About this task

You use Time Tracker to determine how much time a case spends in each value (or collection of values) of a chosen field. For example, you can track how long cases remain in each phase before moving to the next phase.

For simple graphs, you can use Time Tracker by itself without relating it to another field. For more complex graphs, specify one or more fields in the Fields and Time Tracker in the By field. In either case, you must configure Time Tracker, which includes specifying a field to track time and the mathematical computations, such as sum and average.

When Time Tracker is in the Fields area, its values display on the x axis. In the By area, its values are on the y axis.


  1. Select Case Management > Analytics and click Add Widget .
  2. Click Custom Case Widget. You create the graph from this screen.
    The surrounding text describes this graphic, which is a snap shot of the user interface.
  3. Enter a title and select a size for the graph. Use Full size for large graphs that span across the screen, while Half is useful for displaying two smaller graphs side by side.
  4. If you are using any graph type except Table, use one of the following Sort By options to determine the order in which the fields are presented:
    • Label (Natural Order) sorts the fields' label; alphabetical (case-sensitive) for strings where multi-digit numbers are ordered as a single character, oldest to newest for dates, and ascending for numbers. Select Fields are an exception, these follow the order in which the values are declared in the field definition. This is the default selection.
    • Ascending sorts the fields by the total number of cases within your selected criteria. For example, a graph displays cases by status per city, where Boston has 30 open cases and 30 closed cases for a total of 60, and London has 20 open cases and 50 closed cases for a total of 70. In ascending order, Boston would be first in the graph showing open cases although London has fewer open cases.
    • Descending also sorts by the fields by the total number of cases within your selected criteria. Using the previous example, London would be shown first.
  5. Use the filters at the top of the screen to focus on the data that you want to graph. For example, from the Date Created filter, you can specify a time range, such as the past 30 days. You can add other filters, as required, by using the More... option.
  6. If you want to toggle on the data values in the graph, enable the Data Labels button. This button is not available for all type of graphs, for example, it is not relevant for Table type graphs.
  7. From the Fields section, use the search to find and add the fields that you want to include in the graph by dragging and dropping them to the Fields selection areas. This controls the data that is displayed in the graph, for example, incident severity or incident type. For this scenario, add ID to the top Fields section, and add Time Tracker to the By section, as shown in the following graphic.
    The surrounding text describes this graphic, which is a snap shot of the user interface.
  8. Click the Time Tracker edit icon to configure the field values.
    • Title: Enter any text you choose as the axis label. When displayed, the label automatically includes the Time Unit.
    • Field: Select the incident field that you wish to monitor.
    • Values: Select the values for the field this you wish to track. If you do not make any selections then all values are calculated individually.
    • Label: Enter any text you choose as the tag for this aggregation. If left blank, the names of the selected values appear.
    • Operation: The only option is Sum, which applies to the values of each incident in scope before the calculation is applied.
    • Calculation: The only option is Average, which applies to the values across all incidents.
    • Time Unit: Select the duration of time to view the data.

    For example, if you select Phase as the field and Initial and Engage as the values, you see the sum of these values across your cases.

  9. Click Save to save the Time Tracker selections.
    The following shows that the Phase field is selected along with all its values.

    The surrounding text describes this graphic, which is a snap shot of the user interface.

  10. Click Save in the graph window. The graph displays on the Analytics Dashboard.