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Out-of-the-box Customer Service Performance Analytics Solutions

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Out-of-the-box Customer Service Performance Analytics Solutions

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.

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.
Two Performance Analytics Solutions are available for Customer Service:
  • Customer Service
  • Customer Service Management - Advanced
Both the Solutions contain the same basic components, including a Spotlight Group. (Performance Analytics Spotlight is activated when either of these Solutions is activated.) The Customer Service Management - Advanced Solution also supports the following features:
  • Major Issue Management
  • Customer Service Case Action Status
  • Customer Service with Request Management
  • Customer Service with Service Management
  • Agent Chat
  • Advanced Work Assignment for CSM
  • Performance Analytics - Content Pack - Advanced Work Assignment

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.