Customer Service Executive dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Customer Service Executive Dashboard

    The Customer Service Executive dashboard offers insights into the operations and trends of the Customer Service function within your organization. Access it via Performance Analytics > Dashboards, select Customer Service Management, and choose either the Customer Service Executive or Customer Service Executive - Advanced dashboard for extended features.

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    Key Features

    • Dashboard Access: Different user roles have distinct permissions for viewing, editing, and managing the dashboard.
    • Overview Indicators: Key metrics include Customer Satisfaction (CSAT), Average Time to Resolution, Open Backlog, and statistics on open and closed cases.
    • At Risk Accounts: Focus on accounts with low customer satisfaction and high unresolved cases.
    • Product Overview: Insights into products with the worst CSAT and resolution times.
    • Cost Information: View costs associated with cases, including total cost and cost per case by various categories (only available with specific plugins).
    • Text Analytics: Analyze frequently used terms in open case descriptions to identify emerging issues (requires a specific plugin).

    Key Outcomes

    By utilizing the Customer Service Executive dashboard, users can effectively monitor customer service performance, identify areas needing attention, and enhance overall customer satisfaction. The advanced features allow for deeper analysis into affected customers, deployments, and financial metrics, enabling strategic decision-making based on comprehensive data insights.

    The Customer Service Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization.

    To view the Customer Service Executive dashboard, navigate to Performance Analytics > Dashboards. Click the All tab and select Customer Service Management from the Group menu. Click the Customer Service Executive or Customer Service Executive - Advanced tile.

    The Customer Service Management - Advanced Performance Analytics Solution adds the Customer Service Executive - Advanced dashboard. The Advanced dashboard contains the additional indicator Affected Customers and Deployments.

    End users and roles

    Table 1. End user roles and goals
    End user and goal Required role
    Customer service executive: View an overview of customer service cases at your organization to see areas that are doing well and areas that need attention. 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
    Figure 1. Overview tab
    Tab displaying different reports from the Customer Service Executive - Advanced dashboard. For the text description, refer to the Overview indicators section.

    Overview indicators

    Table 2. Customer Service Executive dashboard - Advanced indicators
    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.
    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.
    Note:
    On the Customer Service Executive - Advanced dashboard, this indicator is called Mean Time to Resolve.
    Open Backlog Number of cases that are not resolved. The percent change in the current period appears under the total percentage.
    Customer Satisfaction Stats Summary statistics for customer satisfaction.
    Closed Case Stats Summary statistics for closed cases.
    Open Case Stats Summary statistics for open cases.
    Affected Customers and Deployments Number of affected customers and deployments.
    Note:
    This indicator is only viewable on the Customer Service Executive - Advanced dashboard.
    Figure 2. At Risk Accounts tab
    Customer Service Executive - Advanced dashboard displaying reports for CSAT, Mean Time to Resolve, and Open Case Backlog.

    At Risk Accounts indicators

    Table 3. Customer Service Executive dashboard - At Risk Accounts indicators
    Indicator Description
    CSAT Accounts with the lowest customer satisfaction.
    Avg. Time to Resolution Accounts with the worst average case resolution time.
    Note:
    On the Customer Service Executive - Advanced dashboard, this indicator is called Mean Time to Resolve.
    Open Case Backlog Accounts with the highest number of unresolved cases.
    Figure 3. Product Overview tab

    Product Overview indicators

    Table 4. Customer Service Executive dashboard - Product Overview indicators
    Indicator Description
    CSAT Products with the lowest customer satisfaction.
    Avg. Time to Resolution Products with the worst average case resolution time.
    Note:
    On the Customer Service Executive - Advanced dashboard, this indicator is called Mean Time to Resolve.
    Open Case Backlog Products with the highest number of unresolved cases.
    Figure 4. Cost Information tab
    Note:
    The Cost Information tab is visible only if the Performance Analytics - Content Pack - Financial Management for Customer Service plugin [com.snc.pa.fm.csm] is installed.

    Cost Information indicators

    Table 5. Customer Service Executive dashboard - Cost Information indicators
    Indicator Description
    Total Cost Total cost for all cases.
    Cost Per Case - By Channel Cost per case grouped by channel.
    Cost Per Case - By Product Cost per case grouped by product.
    Cost Per Case - By Account Cost per case grouped by account.
    Figure 5. Text Analytics tab
    Customer Service Executive - Advanced dashboard displaying the number of open cases filtered with short description in the word cloud view along with Trend line and Related Records.
    Note:
    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.
    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.