Proactive Customer Service - Advanced dashboard

The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time.

Note:

Upgrade customers can view the Proactive Customer Service Operations dashboard but should use the new Proactive Customer Service - Advanced dashboard.
New customers on the Orlando and later releases can only view the Proactive Customer Service - Advanced dashboard.

Figure 1. Overview tab

Overview tab

Note: The Proactive Operations - Event Management tab is only visible if the Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) is activated.

Figure 3. Outages tab

Outages tab

End user and roles


End user	Required role	Benefits
Customer Service Manager	sn_customerservice_manager	Can view the dashboard.
Content administrator	pa_admin	Can edit the dashboard and manage users, groups, and roles for the dashboard.
Content creator	pa_viewer	Can view the dashboard.

Indicators

The Proactive Service - Advanced dashboard provides the following key performance indicators:

Proactive Cases: Number of active cases with critical and acknowledged alerts.
Proactive Cases Promoted to a Major Case: Percentage of proactive cases promoted to a major case.
Affected Customers and Install Base Items: Number of customers affected per month.
Alerts that led to Proactive Case: Percentage of critical or acknowledge alerts that triggered case creation.
Active Case Outages: Number of active case outages per day.
Average Outage Duration: Average outage duration per day.
Outages and Affected Customers: Number of outages and affected customers per month.
Outages Types: Number of outages for each outage type per month.
Top Impacted Customers: Customers most impacted by outages.

Breakdowns

The following breakdowns apply to the indicators on the dashboard:

# of Affected Customers
# of Affected Install Base Items
# of Outages
Planned Outages
Unplanned Outages
Degradations

Proactive Customer Service - Advanced dashboard

Note:

Upgrade customers can view the Proactive Customer Service Operations dashboard but should use the new Proactive Customer Service - Advanced dashboard.
New customers on the Orlando and later releases can only view the Proactive Customer Service - Advanced dashboard.

Figure 1. Overview tab

Overview tab

Note: The Proactive Operations - Event Management tab is only visible if the Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) is activated.

Figure 3. Outages tab

Outages tab

End user and roles


End user	Required role	Benefits
Customer Service Manager	sn_customerservice_manager	Can view the dashboard.
Content administrator	pa_admin	Can edit the dashboard and manage users, groups, and roles for the dashboard.
Content creator	pa_viewer	Can view the dashboard.

Indicators

The Proactive Service - Advanced dashboard provides the following key performance indicators:

Proactive Cases: Number of active cases with critical and acknowledged alerts.
Proactive Cases Promoted to a Major Case: Percentage of proactive cases promoted to a major case.
Affected Customers and Install Base Items: Number of customers affected per month.
Alerts that led to Proactive Case: Percentage of critical or acknowledge alerts that triggered case creation.
Active Case Outages: Number of active case outages per day.
Average Outage Duration: Average outage duration per day.
Outages and Affected Customers: Number of outages and affected customers per month.
Outages Types: Number of outages for each outage type per month.
Top Impacted Customers: Customers most impacted by outages.

Breakdowns

The following breakdowns apply to the indicators on the dashboard:

# of Affected Customers
# of Affected Install Base Items
# of Outages
Planned Outages
Unplanned Outages
Degradations

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Proactive Customer Service - Advanced dashboard

Proactive Customer Service - Advanced dashboard

End user and roles

Indicators

Breakdowns

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Proactive Customer Service - Advanced dashboard

Proactive Customer Service - Advanced dashboard

End user and roles

Indicators

Breakdowns

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