Case action status analytics

reference australia Updated Sep 10, 2026 1 min read case-action-status-dashboard.md

The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.

The dashboard includes the Open Backlog - Blocked widget which breaks down the remaining work to show cases that are with the following users:

Agent
Customer
Other Internal Stakeholder

As blocking tasks for a case get created and resolved, this dashboard widget tracks the case time spent with each of these users. The breakdown is set for:

Blocked internally: Caused by an open task, which can be an incident, problem, change request, or case task. This resolves when the task closes.
Blocked by customer: Waiting for the customer to respond before the agent can act.
Blocked internally and by customer: Both conditions are true at the same time: there's an open internal blocking task and the case is waiting for the customer to respond.

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---
title: Case action status analytics
description: The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/case-action-status-dashboard.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Case action status, Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Case action status analytics

The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.

The dashboard includes the **Open Backlog - Blocked** widget which breaks down the remaining work to show cases that are with the following users:

-   Agent
-   Customer
-   Other Internal Stakeholder

As blocking tasks for a case get created and resolved, this dashboard widget tracks the case time spent with each of these users. The breakdown is set for:

-   Blocked internally: Caused by an open task, which can be an incident, problem, change request, or case task. This resolves when the task closes.
-   Blocked by customer: Waiting for the customer to respond before the agent can act.
-   Blocked internally and by customer: Both conditions are true at the same time: there's an open internal blocking task and the case is waiting for the customer to respond.