---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case action status analytics

# Case action status analytics {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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
{#case-action-status-dashboard__ul_mx5_kjh_gfb}  
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.
{#case-action-status-dashboard__ul_h4t_tl1_lfb}