Proactive Customer Service - Advanced dashboard
The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time. Install the Proactive Customer Service Advanced Dashboard plugin (com.snc.pa.customer_service_advanced) to view and monitor the advanced dashboards.
Important: Starting with the Xanadu release, the Proactive Customer Service- Advanced dashboard has a new, modernized look and feel.
To access the new Proactive Customer Service- Advanced dashboard, navigate to All > Platform Analytics > Library > -Dashboard, and select the Proactive Customer Service-Advanced dashboard. Upgrade customers can view the Proactive Customer Service Operations dashboard but should use the new Proactive Customer Service - Advanced dashboard.New customers on the Orlando and later releases can only view the Proactive Customer Service - Advanced dashboard.
Tab displaying different proactive case records and graph of affected customers per month from the Proactive Customer Service - Advanced dashboard.
Tab displaying percentage of acknowledged alerts from the Proactive Operations - Event Management.
Note: The Proactive Operations - Event Management tab is only visible if the Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) is activated.
Tab displaying graphs and trends based on case outages and top impacted customers from the Proactive Customer Service - Advanced dashboard.
End user and roles
| End user | Required role | Benefits |
|---|---|---|
| Customer Service Manager | sn_customerservice_manager | Can view the dashboard. |
| Content administrator | pa_admin | Can edit the dashboard and manage users, groups, and roles for the dashboard. |
| Content creator | pa_viewer | Can view the dashboard. |
Indicators
The Proactive Service - Advanced dashboard provides the following key performance indicators:
Proactive Cases
Number of active cases with critical and acknowledged alerts.
Proactive Cases Promoted to a Major Case
Percentage of proactive cases promoted to a major case.
Affected Customers and Install Base Items
Number of customers affected per month.
Alerts that led to Proactive Case
Percentage of critical or acknowledge alerts that triggered case creation.
Active Case Outages
Number of active case outages per day.
Average Outage Duration
Average outage duration per day.
Outages and Affected Customers
Number of outages and affected customers per month.
Outages Types
Number of outages for each outage type per month.
Top Impacted Customers
Customers most impacted by outages.
Breakdowns
The following breakdowns apply to the indicators on the dashboard:
- # of Affected Customers
- # of Affected Install Base Items
- # of Outages
- Planned Outages
- Unplanned Outages
- Degradations