CSM Walk-up Experience dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of CSM Walk-up Experience Dashboard

    The CSM Walk-up Experience dashboard allows service managers to monitor key metrics related to walk-up interactions, thereby enhancing agent performance and service location efficiency. Access the dashboard via All > Platform Analytics > Library > Dashboards, where detailed insights can be obtained by hovering over report graphics. Graphs can be saved in PNG or JPEG formats for reporting purposes and refreshed for the latest data.

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    Key Features

    • Role-Based Access: Different roles have varying access levels:
      • Customer Service Administrator: Can edit the dashboard and manage user access.
      • Walk-up Experience Administrator: Can view and manage users and roles.
      • Walk-up Experience Manager: Can track walk-up metrics such as interactions and wait times.
    • Data Visualizations: Key reports include:
      • Completed Walk-ups for the Quarter: Total records created in the fiscal business quarter.
      • Exit Survey CSAT for this Year: Average customer satisfaction score (1 to 3) from exit surveys.
      • Overall CSAT within Last Year: Average customer satisfaction score (1 to 5) from email surveys over the past year.
      • Walk-ups by Location within Last Year: Total walk-up interactions categorized by location.
      • Walk-up Interactions with Cases by Location within Last Year: Total cases from walk-ups by location.
      • Walk-up Reasons by Location within Last Year: Reasons for visits categorized by location.
      • Walk-ups by Day of the Week: Interactions tracked daily by location.
      • Walk-ups by Hour: Interactions tracked hourly by location.
      • Average Service Time by Location: Average time taken to close interactions, displayed monthly.
      • Average Wait Time by Location: Average wait time for service, categorized by location.

    Key Outcomes

    By utilizing the CSM Walk-up Experience dashboard, service managers can effectively monitor walk-up interactions, assess customer satisfaction, and identify service performance trends. This empowers them to make informed decisions to enhance service delivery and improve overall customer experience.

    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
    CSM Walk-up Experience dashboard. For descriptions of the reports included on this dashboard, see the Reports section that follows.
    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 Single score report. Total number of records created during the fiscal business quarter. Volume shown as a single score.
    Exit Survey CSAT for this Year Semi donut report. Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
    Overall CSAT within Last Year Semi donut report. 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 Spline report. 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 Line report. 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 Bar report. 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 Bar report. 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 Bar report. Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
    Average Service Time by Location Spline report. Average time it takes to close an interaction, by location. Time average shown as a spline by month.
    Average Wait Time by Location Bar report. Average time a walk-up guest waits for service, by location. Data shown as a bar chart.