Work Understanding: Dashboards
Objective. Read the Work Understanding dashboards at the right scope and period, trace a headline tile back to its underlying screen, and avoid treating a rollup as a validated conclusion.
The dashboards roll up the app's findings - friction, waiting, variants, improvement progress - into a single read. They answer 'what is the state of our process health at a glance?' - a starting point for a question, not an answer in itself.
See it in the demo
What this screen answers
The customer question is: without opening every screen, what is the overall picture of where time is lost and whether improvements are moving? Sales people use the dashboards to open a demo with the headline; CSMs use them as the top of a review routine before drilling into specifics.
The value is orientation - one place to see magnitude and trend across processes. The caution is that a dashboard is a summary of other screens, so every tile is only as sound as the scope, confidence and definitions beneath it.
The task
- Open the dashboards from the overview.
- Set the scope and period deliberately - which processes and teams, over what window - because a dashboard with an unstated scope invites a wrong read.
- Pick the one tile that matters for the conversation and drill into its source screen to see the evidence and confidence behind it.
- Use the dashboard to decide where to look, then let the detailed screen carry the actual claim.
Describe tiles by what they summarise, not by invented names or exact figures.
How to read it
A dashboard tile is a rollup under a scope and a set of definitions - read the denominator before the number. The classic misread is taking a headline figure as a validated conclusion and skipping the evidence. A friction or opportunity total on a tile is still a modelled estimate; a trend line still depends on the period and any coverage changes within it.
Watch for aggregation across different processes or confidence levels being blended into one number - mixing high- and low-confidence findings in a single total hides how much is actually trustworthy.
Honest limits
This screen does not add proof to the numbers it aggregates - it inherits every limit of its sources: estimates stay estimates, overlapping findings still cannot be summed, and partial coverage still applies. A clean dashboard can hide thin coverage underneath.
Confirm with product which metrics, definitions and scopes a customer's dashboards use, and whether figures reflect validated or modelled findings. Treat the dashboard as navigation and the source screen as the place a claim is defended.
Interpretation check
A dashboard tile is a rollup under a scope and definition, not a validated conclusion. Read the denominator, drill to the source screen for evidence, and remember it inherits the limits of the screens it summarises.
In the field
An RCM leader scanning a process-health dashboard should drill the waiting tile into step-time evidence before telling a payer-escalation meeting how many days are recoverable.
Practical task
On the demo dashboards, choose one headline tile, note the scope and period it appears to use, drill into its source screen, and write one line on whether the tile is a validated or modelled figure and what you would check before quoting it.
Self-check
A tile shows a large 'time opportunity'. Is that a number you can commit to?
No. It is an aggregated modelled estimate inheriting the source screen's limits. Drill into the evidence and treat it as a hypothesis to validate, not a booked figure.
Why read the scope and period before any tile?
A rollup is only meaningful against a defined scope and window. An unstated or mixed scope makes the number uninterpretable and invites a wrong conclusion.
What is the risk of a single total that blends findings?
It can mix high- and low-confidence findings and overlapping items, hiding how much is trustworthy and implying additivity that does not hold.
How should a dashboard be used in a CSM review?
As navigation to decide where to look, then drill into the source screen where the evidence and confidence let you defend the actual claim.
Verified vs demo. Screen is live in the demo at /#/dashboards; exact tiles, definitions and figures are SME-validation-pending, and the metrics and scopes a customer's dashboards use must be confirmed with product.