Use 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 Performance Analytics - Content Pack - Customer Service plugin (com.sn_customerservice_pa).


  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.