Please refer to [Case Lifecycle model (Salesforce Service Cloud)](https://support.assembled.com/hc/en-us/articles/27911960489101-Case-lifecycle-model-Salesforce-Service-Cloud) & [Case Lifecycle model (Amazon Connect)](https://support.assembled.com/hc/en-us/articles/28042813938701-Case-Lifecycle-model-Amazon-Connect) for an overview of the model.

The _[Realtime overview](https://app.assembledhq.com/realtime/v4/overview)_ allows you to monitor a consolidated view of your support data sources in a single location for day-of, real-time management of your organization. The Case Lifecycle Real-Time Dashboard is additive to the [current Realtime overview page](https://support.assembled.com/hc/en-us/articles/4417983358861-Understanding-Realtime-overview).

# Metric definitions

- **Unassigned cases/volume**  - _Only available for the Salesforce integration._  
  The current number of cases that are waiting to be routed.  
  - The cases are based on the [PendingServiceRouting](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_pendingservicerouting.htm) (PSR) record in Salesforce.
- **Average wait time**  - _Only available for the Salesforce integration._  
  The average wait time of cases that are waiting to be routed.  
  - The cases are based on the [PendingServiceRouting](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_pendingservicerouting.htm) (PSR) record in Salesforce.
- **Longest wait time**  - _Only available for the Salesforce integration._  
  The longest wait time of the cases that are waiting to be routed.  
  - The cases are based on the [PendingServiceRouting](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_pendingservicerouting.htm) (PSR) record in Salesforce.
- **Average first response time per unit of work**  - The average first response time across all units of work for a specific time interval.
- **Service Level % for units of work**  - The percentage of units of work where the first response time met SLA (based on staffing timeline configurations).