Contents Customer Service Management Previous Topic Next Topic Track and analyze Customer Service case data Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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 reportsThe Customer Service Performance Analytics feature adds reports to the Service Manager homepage.View the Customer Service Executive dashboardThe Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization.View the Customer Service Manager dashboardThe 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 dashboardThe 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.Related conceptsPerformance Analytics indicators On this page Send Feedback Previous Topic Next Topic
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 reportsThe Customer Service Performance Analytics feature adds reports to the Service Manager homepage.View the Customer Service Executive dashboardThe Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization.View the Customer Service Manager dashboardThe 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 dashboardThe 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.Related conceptsPerformance Analytics indicators
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 reportsThe Customer Service Performance Analytics feature adds reports to the Service Manager homepage.View the Customer Service Executive dashboardThe Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization.View the Customer Service Manager dashboardThe 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 dashboardThe 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.Related conceptsPerformance Analytics indicators
