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View the Customer Service Manager dashboard

View the Customer Service Manager dashboard

The Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, Customer Satisfaction ratings, and per-agent KPIs.

Before you begin

Role required: admin

Procedure

  1. Navigate to Performance Analytics > Dashboards and then click the Customer Service Manager tile.
    Overview

    Scorecards

    On some scorecards, the percentage change in the current period appears under the total.

    • Open Backlog: Number of cases that are currently not resolved.
    • CSAT: Average Customer Satisfaction based on survey results. See Customer service satisfaction surveys.
    • Open Cases with Breached SLAs: Percentage of cases that have remained open past the time that is required by the SLA.
    • Unassigned Open Cases: Number of open cases that are currently not assigned to a CS Agent.
    • Avg. Time to Resolution: Average time for a case to be marked as closed or resolved.
    • First Call Resolution: Number of cases that were resolved during first contact with the customer.

    Trend summaries

    • Open Case Backlog: Chart of cumulative open cases and case age over time.
    • Backlog Growth: Number of backlogged cases for each agent over time.
    Analysis
    • Open Backlog section: Trend chart of backlog over time. Click and move the cursor to view the data for any date. The following charts display the data for the selected date:
      • % Not Updated in 5 Days: Percentage of open cases that CS Agents have not updated in the preceding five days.
      • % with Breached SLAs: Percentage of cases that have remained open past the time that is required by the SLA.
      • Avg. Re-asssignment of Open Cases Average number of times that a backlogged case was assigned to a different CS agent.
    • Breakdowns:
    • Records:
    • Resolved/Closed Cases section: Trend chart of resolved or closed cases over time. Click and move the cursor to view the data for any date. The following charts display the data for the selected date:
      • Closed in Same Day: Percentage of open cases that CS Agents have not updated in the preceding five days.
      • % Re-opened at Leaset Once: Percentage of cases that have remained open past the time that is required by the SLA.
      • % Re-asssigned Average number of times that a backlogged case was assigned to a different CS agent.
    • Breakdowns: Select a Breakdown to focus on a particular aspect of the data, for example, the Account or AssignedTo setting (assigned CS Agent). Some breakdowns enable a secondary selection (Select an Element). For example, if you select AssignedTo, then you can select the CS Agent to review.
    • Records: List of all cases.
    Case Spotlight List of case with State = New, Open, or Awaiting info.
    Agent Analysis Each section is a list of all CS Agents ordered from best to worst:
    • Avg. Time to Resolution: Average time for a case to be marked as closed or resolved.
    • First Call Resolution: Number of cases that were resolved during first contact with the customer.
    • CSAT: Customer Satisfaction based on survey results. See Customer service satisfaction surveys.
    • Agent Efficiency: A line for each Agent shows the average time to resolution over time.
    • Avg. Time to Resolution: Trend line for the average time to resolution over time.
    On any scorecard or list, click an entry to view details and underlying data. For example, on the Product Overview tab, click an entry in the CSAT list:
    CSAT list
    The detailed information page opens to the Chart tab.
    Chart tab
    Chart Values of the metric as a function of time.
    Breakdowns Select a Breakdown to focus on a particular aspect of the data, for example, the Account or AssignedTo setting (assigned CS Agent). Some breakdowns enable a secondary selection (Select an Element). For example, if you select AssignedTo, then you can select the CS Agent to review.
    Scores Values of the metric listed over time.
    Comments Enter comments as needed.
    More Info Information on the data source and method of computation for the metric.
  2. Select one of the following breakdowns from the menu:
    • Case.Asset
    • Case.AssignedTo
    • Case.AssignmentGroup
    • Case.Company
    • Case.Contact
    • Case.Product
    • Case.State