Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Customer Service Management
Table of Contents
Choose your release version
    Home Madrid Customer Service Management Customer Service Management Customer Service Management Track and analyze Customer Service case data

    Track and analyze Customer Service case data

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    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). You can activate Performance Analytics solutions on instances that do not have Performance Analytics to evaluate the functionality. However, to collect scores for indicators you must license Performance Analytics.
    Report Figure Description
    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.
    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.
    • Use Customer Service Performance Analytics reports

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

    • View the Customer Service Executive dashboard

      The Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization.

    • 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.

    • View the Customer Service Agent dashboard

      The Agent dashboard provides quick access to your cases based on criteria that help you to prioritize your work. The dashboard also displays charts and summary data on metrics for your group.

    • Customer Service Case Report form

      The Case Report form includes reporting-related fields that are derived from case records.

    Related concepts
    • Performance Analytics indicators

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Track and analyze Customer Service case data

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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). You can activate Performance Analytics solutions on instances that do not have Performance Analytics to evaluate the functionality. However, to collect scores for indicators you must license Performance Analytics.
      Report Figure Description
      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.
      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.
      • Use Customer Service Performance Analytics reports

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

      • View the Customer Service Executive dashboard

        The Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization.

      • 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.

      • View the Customer Service Agent dashboard

        The Agent dashboard provides quick access to your cases based on criteria that help you to prioritize your work. The dashboard also displays charts and summary data on metrics for your group.

      • Customer Service Case Report form

        The Case Report form includes reporting-related fields that are derived from case records.

      Related concepts
      • Performance Analytics indicators

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login