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Customer Service Performance Analytics Solutions in the base system

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Customer Service Performance Analytics Solutions in the base system

Performance Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Note: You can activate Performance Analytics solutions and in-form analytics on instances that have not licensed Performance Analytics to evaluate the functionality. However, to start collecting data you must license Performance Analytics.

Performance Analytics Solutions

Use the Performance Analytics widgets on the dashboard to visualize data over time, analyze your business processes, and identify areas of improvement. With solutions, you can get value from Performance Analytics for your application with minimal setup.
Note: Solutions include some dashboards that are inactive by default. You can activate these dashboards to make them visible to end users according to your business needs.

To enable the solution for Customer Service, an admin can navigate to Performance Analytics > Guided Setup. Click Get Started then scroll to the section for Customer Service. The guided setup takes you through the entire setup and configuration process.

In-form analytics

A dashboard with relevant visualizations appears as a pop-up window when a user clicks the Analytics icon (Analytics icon) next to a field. For example, in-form analytics on an incident form show the expected time to close that incident based on historical data, enabling support engineers to set appropriate customer expectations.

To enable the in-form analytics plugin for Customer Service, an admin can navigate to System Definitions > Plugins and activate the Performance Analytics - Context Sensitive Analytics for Customer Service plugin.