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Summary of CSM Walk-up Experience Dashboard
The CSM Walk-up Experience dashboard provides service managers with vital metrics related to walk-up interactions, facilitating the monitoring of agent performance and service locations.Access the dashboard through the Platform Analytics Library, allowing for detailed insights by hovering over report graphics.Users can export graphs as PNG or JPEG files for use in presentations and reports, and refresh data to view the latest metrics.
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Key Features
Roles Required:
Customer Service Administrator: Can edit the dashboard and manage users, groups, and roles.
Walk-up Experience Administrator: Can view the dashboard and manage users, groups, and roles.
Walk-up Experience Manager: Can track metrics related to walk-up interactions and service times.
Data Visualizations:
Completed Walk-ups for the Quarter: Total walk-up records created in the current fiscal quarter.
Exit Survey CSAT for this Year: Average customer satisfaction from exit surveys (1 to 3 scale).
Overall CSAT within Last Year: Average customer satisfaction from email surveys (1 to 5 scale) over the last year.
Walk-ups by Location within Last Year: Total walk-up interactions by location, shown as a monthly spline.
Walk-up Interactions with Cases by Location: Total walk-up cases by location over the last year, displayed monthly.
Walk-up Reasons by Location: Reasons for walk-up visits, shown as a bar chart by location.
Walk-ups by Day of the Week: Daily walk-up interaction counts per location, displayed in a bar chart.
Walk-ups by Hour: Hourly walk-up interaction counts by location, shown as a bar chart.
Average Service Time by Location: Average time to close interactions by location, displayed as a monthly spline.
Average Wait Time by Location: Average wait time for service by location, shown in a bar chart.
Key Outcomes
By leveraging the CSM Walk-up Experience dashboard, service managers can enhance operational efficiency, improve customer satisfaction, and make data-driven decisions based on live metrics. This tool facilitates better management of service interactions and provides actionable insights into performance trends across various locations and timeframes.
As a service manager you can see key metric reports for walk-up interactions which helps
in monitoring the performance of agents and service
locations.
Access the dashboard by navigating to All > Platform Analytics > Library > Dashboards. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files and attach them to emails or include in reporting presentations. All graphs can be refreshed for the latest
data. The following screen is an example of how the dashboard appears.Figure 1. Walk-up Experience for CSM dashboard
End user and goal
Required role
Customer service administrator: Can edit the dashboard and manage users, groups, and
roles for the
dashboard.
admin
Walk-up Experience administrator: Can view the dashboard and manage users, groups, and roles for the dashboard.
sn_csm_walkup.walkup_admin
Walk-up Experience manager: Can track the number of walk-ups, walk-up interactions
with cases, average service and wait time and so on.
sn_csm_walkup.walkup_manager
Data visualizations
Title
Type
Description
Completed Walk-ups for the Quarter
Total number of records created during the fiscal business quarter. Volume shown as a
single score.
Exit Survey CSAT for this Year
Speedometer showing the average customer satisfaction sentiment (1 to 3) during the
exit survey for the current calendar year.
Overall CSAT within Last Year
Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by
the email survey within the last year (364 days from current date).
Walk-ups by Location within Last Year
Total number of walk-up interactions, by location within the last year (364 days from
current date). Volume shown as a spline distributed by month.
Walk-up Interactions with Cases by Location within Last Year
Total number of walk-up cases, by location within the last year (364 days from
current date). Volume shown as a spline distributed by month.
Walk-up Reasons by Location within Last Year
Reasons for visiting the walk-up queue, by location within the last year (364 days
from current date). Data shown as a bar chart.
Walk-ups by Day of the Week
Total number of walk-up interactions per day during the course of a week, by
location. Data shown as a bar chart.
Walk-ups by Hour
Total number of walk-up interactions, by hour and by location. Data shown as a bar
chart.
Average Service Time by Location
Average time it takes to close an interaction, by location. Time average shown as a
spline by month.
Average Wait Time by Location
Average time a walk-up guest waits for service, by location. Data shown as a bar
chart.
