--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customer Service Manager dashboard # Customer Service Manager dashboard {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 min. de leitura The Customer Service Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, customer satisfaction, and per-agent KPIs. To view the Customer Service Manager dashboard, navigate to Performance AnalyticsDashboards. Click the All tab and select Customer Service Management from the Group menu. Click the Customer Service Manager or Customer Service Manager - Advanced tile. The Customer Service Management - Advanced Performance Analytics Solution adds the Customer Service Manager - Advanced dashboard. The Advanced dashboard contains the additional tab Work Assignment Analytics. ## End users and roles {#csm-manager-dashboard__section_upb_qj4_2fb} {#csm-manager-dashboard__table_ov2_tj4_2fb__entry__2} | End user and goal | Required role | |-|-| | Customer service manager: View case metrics like backlog, resolution rates, SLA, customer satisfaction, and per-agent KPIs to understand the current performance of customer service at your organization. | sn_customerservice_manager | | Content administrator: Can edit the dashboard and manage users, groups, and roles for the dashboard. | pa_admin | | Content creator: Can view the dashboard. | pa_viewer | [Tabela 1. End user roles and goals] {#csm-manager-dashboard__table_ov2_tj4_2fb} ## Dashboard breakdowns {#csm-manager-dashboard__section_yfw_qk4_2fb} The Customer Service Manager dashboard uses the Case Assignment Group breakdown. Select one or more groups to view data for only those groups. By default, data from all groups is shown on the dashboard. Figura 1. Overview tab ## Overview indicators {#csm-manager-dashboard__section_nm4_hk4_2fb} {#csm-manager-dashboard__table_pbl_td2_f3b__entry__2} | Indicator | Description | |-|-| | CSAT | Average customer satisfaction based on survey results. The percent change in the current period appears under the total percentage. For more information about CSAT, see [Customer service satisfaction surveys](https://servicenow-prod.fluidtopics.net/pJkyy0vW1gES_sglEN4Xcg "Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal."). | | First Call Resolution | Percentage of cases that were resolved during first contact with the customer. The percent change in the current period appears under the total percentage. | | Mean Time to Resolve | Average time for a case to be marked as closed or resolved. The percent change in the current period appears under the total percentage. | | Customers Impacted by Major Case | Number of customers impacted by major cases. | | Child Cases Auto Created from Major Case | Percentage of child cases that are automatically created from a major case. | | Open Backlog - Blocked | Number of cases that are blocked and are not resolved. | | Open Backlog - Unblocked | Number of cases that are not blocked and are not resolved. | | Backlog Growth | Number of backlogged cases for all agents over time. | [Tabela 2. Customer Service Manager - Advanced indicators] {#csm-manager-dashboard__table_pbl_td2_f3b} {#csm-manager-dashboard__table_ij2_4gn_f3b__entry__2} | Indicator | Description | |-|-| | CSAT | Average customer satisfaction based on survey results. The percent change in the current period appears under the total percentage. For more information about CSAT, see [Customer service satisfaction surveys](https://servicenow-prod.fluidtopics.net/pJkyy0vW1gES_sglEN4Xcg "Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal."). | | First Call Resolution | Percentage of cases that were resolved during first contact with the customer. The percent change in the current period appears under the total percentage. | | Open Cases with Breached SLAs | Percentage of cases that have remained open past the time required by the Service Level Agreement (SLA). | | Unassigned Open Cases | Number of open cases that are not assigned to an agent. | | Avg. Time to Resolution | Average time for a case to be marked as closed or resolved. The percent change in the current period appears under the total percentage. | | Backlog Growth | Number of backlogged cases for all agents over time. | | Open Case Backlog | Chart of cumulative open cases and case age over time. | | Open Backlog | Number of cases that are not resolved. | [Tabela 3. Customer Service Manager indicators] {#csm-manager-dashboard__table_ij2_4gn_f3b} Figura 2. Analysis tab Trend chart of case backlog over time. Click and move your cursor to view data for any date. Indicators display data for the selected date. ## Analysis indicators {#csm-manager-dashboard__section_st5_nzp_g3b} {#csm-manager-dashboard__table_i4b_qzp_g3b__entry__3} | State | Indicator | Description | |-|-|-| | Open Backlog - Unblocked | % Not Updated in 5 Days | Percentage of open cases that agents have not updated within the last 5 days. | | Open Backlog - Unblocked | % Marked as Major | Percentage of open cases that are major. | | Open Backlog - Unblocked | % with Breached SLAs | Percentage of open cases that have remained open past the time required by the SLA. | | Open Backlog - Unblocked | % with Priority P1 | Percentage of open cases that are critical priority. | | Open Backlog - Unblocked | % Escalated | Percentage of open cases that have been escalated. | | Open Backlog - Unblocked | % with Problem | Percentage of open cases connected to a problem. | | Open Backlog - Unblocked | % Agent Reassignment | Percentage of open cases where the Assigned to field has changed at least once. | | Open Backlog - Unblocked | % of Major Candidates | Percentage of open cases that have been proposed as major case candidates. | | Open Backlog - Unblocked | % Re-opened At Least Once | Percentage of open cases where the State was previously Resolved. | | Open Backlog - Unblocked | % with Request | Percentage of open cases connected to a request. | | Resolved or Closed | % with Problem | Percentage of closed cases connected to a problem. | | Resolved or Closed | % Caused by Change | Percentage of closed cases caused by a change. | | Resolved or Closed | Closed in Same Day | Number of cases that were closed on the same day they were created. | | Resolved or Closed | % Re-opened At Least Once | Percentage of closed cases that were reverted to the open State at least once. | | Resolved or Closed | % Resolved Major Cases | Percentage of closed cases that are major cases. | | Resolved or Closed | % Re-assigned | Percentage of closed cases that are reassigned. | | Resolved or Closed | % with Breached SLAs | Percentage of closed cases that remained open past the time required by the SLA. | | Resolved or Closed | % with Change | Percentage of closed cases connected to a problem. | | Resolved or Closed | % with Incident | Percentage of closed cases connected to an incident. | | Resolved or Closed | % with Request | Percentage of closed cases connected to a request. | [Tabela 4. Customer Service Manager analysis indicators] {#csm-manager-dashboard__table_i4b_qzp_g3b} ## Analysis breakdowns {#csm-manager-dashboard__section_wwk_4zp_g3b} Select a breakdown to view cases grouped by that breakdown. Cases in the Open Backlog - Unblocked state can be grouped by the following breakdowns. * Case Assignment Group * Case Assigned To * Account * Product * State * Priority * Category * Channel {#csm-manager-dashboard__ul_fmc_b1q_g3b} Cases in the Open Backlog - Blocked state can be grouped by the following breakdowns. * Blocked Action Status * Case Assignment Group {#csm-manager-dashboard__ul_v1l_g1q_g3b} Cases in the Resolved or Closed state can be grouped by the following breakdowns. * Case Assignment Group * Case Assigned To * Account * Product * Age * Priority * Category * Contact {#csm-manager-dashboard__ul_q2b_k1q_g3b} Figura 3. Case Spotlight tab ## Case Spotlight breakdowns {#csm-manager-dashboard__section_q1h_gd4_f3b} Select values for the breakdowns to filter the data shown on the dashboard. * Assignment Group * Case State * Case Priority * Opened {#csm-manager-dashboard__ul_t5f_jd4_f3b} ## Case Spotlight reports {#csm-manager-dashboard__section_t5q_fl4_2fb} {#csm-manager-dashboard__table_xvt_hl4_2fb__entry__2} | Title | Description | |-|-| | Cases Above Spotlight Threshold | Number of cases that exceed the Case Spotlight threshold. Every case where State is New, Open, or Awaiting info is scored based on priority and last updated date. The score is compared against the threshold value to put cases with high priority in the spotlight. Nota: You can edit the Case Spotlight spotlight group threshold and criteria to put different types of cases in the spotlight based on your organization's needs. | | Spotlight Cases P1 - Critical | Number of cases that exceed the Case Spotlight threshold and are Priority 1. | | Spotlight Cases - Unassigned | Number of cases that exceed the Case Spotlight threshold and are not assigned to an agent. | | Case Spotlight | List of cases that exceed the Case Spotlight threshold. | [Tabela 5. Customer Service Manager case spotlight reports] {#csm-manager-dashboard__table_xvt_hl4_2fb} Figura 4. Agent Analysis tab ## Agent analysis indicators {#csm-manager-dashboard__section_iqx_fcp_f3b} {#csm-manager-dashboard__table_ixq_hcp_f3b__entry__2} | Indicator | Description | |-|-| | Avg. Time to Resolution | Average time for a case to be marked as closed or resolved for each agent. Ranked from fastest to slowest. Nota: On the Customer Service Manager - Advanced dashboard, this indicator is called Mean Time to Resolve. | | First Call Resolution | Percentage of cases for each agent that were resolved during first contact with the customer. Ranked from highest to lowest. | | CSAT | Average customer satisfaction for each agent based on survey results. Ranked from highest to lowest. For more information about CSAT, see [Customer service satisfaction surveys](https://servicenow-prod.fluidtopics.net/pJkyy0vW1gES_sglEN4Xcg "Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal."). | | Agent Efficiency Trend (Mean Time to Resolve) | Average time for a case to be marked as closed or resolved for each agent shown over time. | | Closed Cases by Agent and Account. | Number of cases closed by each agent for each account. | [Tabela 6. Customer Service Manager agent analysis indicators] {#csm-manager-dashboard__table_ixq_hcp_f3b} Figura 5. Work Assignment Analytics tab Nota: The Work Assignment Analytics tab can only be viewed on the Customer Service Manager - Advanced dashboard. Customer Service \[com.sn_customerservice\] and Performance Analytics - Content Pack - Advanced Work Assignment \[com.snc.pa.awa\] must be activated on your instance. ## Work Assignment Analytics reports {#csm-manager-dashboard__section_xgk_gjx_g3b} {#csm-manager-dashboard__table_bsz_5jx_g3b__entry__2} | Report | Description | |-|-| | Average Chat Wait Time - Last Hour | Average amount of time that customers have spent waiting for an agent response in the past hour for chat work items. | | Average Case Wait Time - Last Hour | Average amount of time that customers have spent waiting for an agent response in the past hour for case work items. | [Tabela 7. Customer Service Manager work assignment analytics reports] {#csm-manager-dashboard__table_bsz_5jx_g3b} ## Work Assignment Analytics indicators {#csm-manager-dashboard__section_uss_jjx_g3b} {#csm-manager-dashboard__table_awx_xjx_g3b__entry__2} | Indicator | Description | |-|-| | Exceeding Target Work Items | Percentage of all work items that have exceeded the target wait time. | | Assigned Work Items | Percentage of all work items that are assigned to agents. | | Abandoned Work Items | Percentage of all work items that agents have abandoned. | [Tabela 8. Customer Service Manager work assignment analytics indicators] {#csm-manager-dashboard__table_awx_xjx_g3b} Figura 6. Text Analytics tab Nota: The Text Analytics tab is visible only if the Performance Analytics Premium for Customer Service plugin \[com.snc.pa.premium.cs\] is installed. Text Analytics displays a word cloud of most frequently used words and phrases in the short descriptions of open cases, providing insight into emerging issues reported by users. * Drill down on a word to view other words associated with cases that contain that keyword. * Search the word cloud for specific terms. {#csm-manager-dashboard__ul_rhn_gxx_pdb} Trend line: Shows the frequency of top keywords over time. Click and move your cursor to view data for any date.Related Records: List of cases containing the keywords you selected from the word cloud.