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View the Customer Service Executive dashboard

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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.

Before you begin

Role required: pa_admin or pa_viewer

Procedure

  1. Navigate to Performance Analytics > Dashboards.
  2. Click the All tab, select Other from the Group menu, and click the Customer Service Executive - Advanced tile.
    Table 1. Tabs on the Executive dashboard
    Overview

    Scorecards: On some scorecards, the percentage change in the current period appears under the total. Click the value to view details and underlying data.

    • CSAT: Average Customer Satisfaction based on CSAT survey results. See Customer service satisfaction surveys.
    • Avg. Time to Resolution: Average time for a case to be marked as resolved by a customer.
    • Open Backlog: Number of cases that are currently not resolved.

    Data Trends: Summary data appears for several metrics. Click a metric to view the underlying data.

    At-Risk Accounts Top-10 accounts ranked by worst CSAT, Time To Resolution, and Open Case Backlog.
    Product Overview Top-10 products ranked by worst CSAT, Time To Resolution, and Open Case Backlog.
    Cost Information
    Note: Install the Performance Analytics — Content Pack — Customer Service plugin to view the Cost Information tab.
    • Total Cost:
    • Total Cost:
    • Cost per Case - by Channel:
    • Cost per Case - by Product:
    • Cost per Case - by Account:
    Note: The Cost Information tab appears only if the "Performance Analytics - Content Pack - Financial Management for Customer Service" plugin is installed.
    Word Cloud A word cloud of most frequently used words and phrases in the short descriptions of open cases. It provides customer service executives with an insight into the important words and phrases emerging from issues reported by users.
    • Drill down on one or more keywords to view other words associated with cases that contain that keyword.
    • Search the word cloud for specific terms.
    • Filter the word cloud by the breakdowns to focus on a particular aspect of the data. Some breakdowns enable a secondary selection.
    • Trend line: Trend line showing the frequency of the top keywords over time. Click and move the cursor to view the data for any date.
    • Related Records: List of cases containing the keywords you selected from the word cloud.
    Note: The Word Cloud tab appears only if the Performance Analytics Premium plugin (com.snc.pa.premium.cs) is installed.
    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.
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