Customer Service Manager dashboard
The Customer Service Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, customer satisfaction, and per-agent KPIs.
To view the Customer Service Manager dashboard, navigate to Performance Analytics > Dashboards. Click the All tab and select Customer Service Management from the Group menu. Click the Customer Service Manager or Customer Service Manager - Advanced tile.
The Customer Service Management - Advanced Performance Analytics Solution adds the Customer Service Manager - Advanced dashboard. The Advanced dashboard contains the additional tab Work Assignment Analytics.
End users and roles
| End user and goal | Required role |
|---|---|
| Customer service manager: View case metrics like backlog, resolution rates, SLA, customer satisfaction, and per-agent KPIs to understand the current performance of customer service at your organization. | sn_customerservice_manager |
| Content administrator: Can edit the dashboard and manage users, groups, and roles for the dashboard. | pa_admin |
| Content creator: Can view the dashboard. | pa_viewer |
Dashboard breakdowns
The Customer Service Manager dashboard uses the Case Assignment Group breakdown. Select one or more groups to view data for only those groups. By default, data from all groups is shown on the dashboard.
Overview indicators
| Indicator | Description |
|---|---|
| CSAT | Average customer satisfaction based on survey results. The percent change in the current period appears under the total percentage. For more information about CSAT, see Customer service satisfaction surveys. |
| First Call Resolution | Percentage of cases that were resolved during first contact with the customer. The percent change in the current period appears under the total percentage. |
| Mean Time to Resolve | Average time for a case to be marked as closed or resolved. The percent change in the current period appears under the total percentage. |
| Customers Impacted by Major Case | Number of customers impacted by major cases. |
| Child Cases Auto Created from Major Case | Percentage of child cases that are automatically created from a major case. |
| Open Backlog - Blocked | Number of cases that are blocked and are not resolved. |
| Open Backlog - Unblocked | Number of cases that are not blocked and are not resolved. |
| Backlog Growth | Number of backlogged cases for all agents over time. |
| Indicator | Description |
|---|---|
| CSAT | Average customer satisfaction based on survey results. The percent change in the current period appears under the total percentage. For more information about CSAT, see Customer service satisfaction surveys. |
| First Call Resolution | Percentage of cases that were resolved during first contact with the customer. The percent change in the current period appears under the total percentage. |
| Open Cases with Breached SLAs | Percentage of cases that have remained open past the time required by the Service Level Agreement (SLA). |
| Unassigned Open Cases | Number of open cases that are not assigned to an agent. |
| Avg. Time to Resolution | Average time for a case to be marked as closed or resolved. The percent change in the current period appears under the total percentage. |
| Backlog Growth | Number of backlogged cases for all agents over time. |
| Open Case Backlog | Chart of cumulative open cases and case age over time. |
| Open Backlog | Number of cases that are not resolved. |
Analysis indicators
| State | Indicator | Description |
|---|---|---|
| Open Backlog - Unblocked | % Not Updated in 5 Days | Percentage of open cases that agents have not updated within the last 5 days. |
| % Marked as Major | Percentage of open cases that are major. | |
| % with Breached SLAs | Percentage of open cases that have remained open past the time required by the SLA. | |
| % with Priority P1 | Percentage of open cases that are critical priority. | |
| % Escalated | Percentage of open cases that have been escalated. | |
| % with Problem | Percentage of open cases connected to a problem. | |
| % Agent Reassignment | Percentage of open cases where the Assigned to field has changed at least once. | |
| % of Major Candidates | Percentage of open cases that have been proposed as major case candidates. | |
| % Re-opened At Least Once | Percentage of open cases where the State was previously Resolved. | |
| % with Request | Percentage of open cases connected to a request. | |
| Resolved or Closed | % with Problem | Percentage of closed cases connected to a problem. |
| % Caused by Change | Percentage of closed cases caused by a change. | |
| Closed in Same Day | Number of cases that were closed on the same day they were created. | |
| % Re-opened At Least Once | Percentage of closed cases that were reverted to the open State at least once. | |
| % Resolved Major Cases | Percentage of closed cases that are major cases. | |
| % Re-assigned | Percentage of closed cases that are reassigned. | |
| % with Breached SLAs | Percentage of closed cases that remained open past the time required by the SLA. | |
| % with Change | Percentage of closed cases connected to a problem. | |
| % with Incident | Percentage of closed cases connected to an incident. | |
| % with Request | Percentage of closed cases connected to a request. |
Analysis breakdowns
Select a breakdown to view cases grouped by that breakdown.
Cases in the Open Backlog - Unblocked state can be grouped by the following breakdowns.
- Case Assignment Group
- Case Assigned To
- Account
- Product
- State
- Priority
- Category
- Channel
Cases in the Open Backlog - Blocked state can be grouped by the following breakdowns.
- Blocked Action Status
- Case Assignment Group
Cases in the Resolved or Closed state can be grouped by the following breakdowns.
- Case Assignment Group
- Case Assigned To
- Account
- Product
- Age
- Priority
- Category
- Contact
Case Spotlight breakdowns
Select values for the breakdowns to filter the data shown on the dashboard.
- Assignment Group
- Case State
- Case Priority
- Opened
Case Spotlight reports
| Title | Description |
|---|---|
| Cases Above Spotlight Threshold | Number of cases that exceed the Case Spotlight threshold. Every case where State is New, Open, or Awaiting info is scored based on priority and last updated date. The score is compared against the threshold value to put cases with high priority in the spotlight.Note: You can edit the Case Spotlight spotlight group threshold and criteria to put different types of cases in the spotlight based on your organization's needs. |
| Spotlight Cases P1 - Critical | Number of cases that exceed the Case Spotlight threshold and are Priority 1. |
| Spotlight Cases - Unassigned | Number of cases that exceed the Case Spotlight threshold and are not assigned to an agent. |
| Case Spotlight | List of cases that exceed the Case Spotlight threshold. |
Agent analysis indicators
| Indicator | Description |
|---|---|
| Avg. Time to Resolution | Average time for a case to be marked as closed or resolved for each agent. Ranked from fastest to slowest.Note: On the Customer Service Manager - Advanced dashboard, this indicator is called Mean Time to Resolve. |
| First Call Resolution | Percentage of cases for each agent that were resolved during first contact with the customer. Ranked from highest to lowest. |
| CSAT | Average customer satisfaction for each agent based on survey results. Ranked from highest to lowest. For more information about CSAT, see Customer service satisfaction surveys. |
| Agent Efficiency Trend \(Mean Time to Resolve\) | Average time for a case to be marked as closed or resolved for each agent shown over time. |
| Closed Cases by Agent and Account. | Number of cases closed by each agent for each account. |
Work Assignment Analytics reports
| Report | Description |
|---|---|
| Average Chat Wait Time - Last Hour | Average amount of time that customers have spent waiting for an agent response in the past hour for chat work items. |
| Average Case Wait Time - Last Hour | Average amount of time that customers have spent waiting for an agent response in the past hour for case work items. |
Work Assignment Analytics indicators
| Indicator | Description |
|---|---|
| Exceeding Target Work Items | Percentage of all work items that have exceeded the target wait time. |
| Assigned Work Items | Percentage of all work items that are assigned to agents. |
| Abandoned Work Items | Percentage of all work items that agents have abandoned. |