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Track and analyze Customer Service case data

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Track and analyze Customer Service case data

Use the Service Manager homepage to track and analyze customer service case data and agent group activities.

The Service Manager homepage displays several case-related reports, which are created using the Reports application. The customer service agent manager can drill down into these reports for more information about the related cases.

To view the Service Manager homepage, navigate to Customer Service > Overview.

The Customer Service Performance Analytics feature adds two more reports to the Service Manager homepage: Case Average Response Time and Number of Open Cases. These reports use indicators as a way to collect and measure data and breakdowns to show different views of this data.
Note: Customer Service Performance Analytics is an optional feature available with the Customer Service Management application. To use this feature, activate the Performance Analytics - Content Pack - Customer Service plugin (com.sn_customerservice_pa).
Report Figure Description
Case Average Response Time Displays the average case response time in a line graph for the selected time period. The default time period is one month.
  • Point to any location along the line to display a summary for a specific date.
  • Click any location along the line to the line to drill down and see additional information for a specific date.
Number of Open Cases Displays the number of open cases by day in a trend graph for the selected time period.
  • Point to any bar within the graph to display a summary for the specific date.
  • Click any bar within the graph to drill down and see additional information for a specific date.
Open Cases by Assignment Group Displays the number of open cases by customer service agent group.
Open Cases by Company Displays the number of open cases by company.
Cases by SLA Stage Displays the number of cases by SLA stage.
Open Cases by Priority Displays the number of open cases by priority.
  • Click a priority to show the case list.
  • Click a case from the list to view details.
Customer Satisfaction Displays the results of the customer satisfaction survey that a customer is asked to take after a case is closed.
Cases by Product Displays the number of cases for each product.

Customer service performance analytics reports

The Customer Service Performance Analytics feature adds reports to the Service Manager homepage.

Before you begin

Role required: sn_customerservice_manager

About this task

These reports, Case Average Response Time and Number of Open Cases, use indicators as a way to collect and measure data. The indicators, in turn, use breakdowns to show different views of the collected data.
Note: Customer Service Performance Analytics is an optional feature available with the Customer Service Management application. To use this feature, activate the Customer Service Performance Analytics plugin.

Procedure

  1. Navigate to Customer Service > Overview.
  2. Drill down into the Case Average Response Time or Number of Open Cases reports to see detailed information for a specific day.
  3. Click the Breakdowns tab.
  4. Select one of the following breakdowns from the menu:
    • Case.Asset
    • Case.AssignedTo
    • Case.AssignmentGroup
    • Case.Company
    • Case.Contact
    • Case.Product
    • Case.State
  5. The displayed data changes to match the selected view. For example, selecting Case.AssignedTo displays the data by customer service agent.
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