Outsourced Customer Service dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • The Outsourced Customer Service dashboard lets you see the number of SLAs breached, unassigned open and resolved cases, average resolution time taken to resolve cases and so on. Use the information on this dashboard to spot problem areas and plan your case management strategy going forward. You can select and view the dashboard by choosing the OSP name.

    Figure 1. Dashboard of all Outsourced Service Providers
    Dashboard for Outsourced Customer Service displaying data for all service providers. For more information, refer to the Indicators section.
    Figure 2. Dashboard with Outsourced Service Provider selected
    Outsourced Customer Service dashboard displaying data specific to a service provider.

    End user and roles

    End user and goal Required role
    Internal OSP Manager sn_csm_ocs.manager

    Indicators

    Outsource cases: Unassigned open cases

    Number of open cases that are unassigned to the OSP agents.

    Outsourced cases: open cases with breached SLAs

    Number of cases that have remained open past the time required by the Service Level Agreement (SLA).

    Outsource cases: open cases

    Number of cases that are in open state.

    Outsourced cases: Average overall CSAT

    Average customer satisfaction based on survey results. For more information about CSAT, see Customer service satisfaction surveys.

    Outsourced cases: Number of resolved cases

    Number of cases that the OSP agent has worked on and moved to resolved state.

    Outsourced cases: Summed duration of resolved cases

    The total time taken by the OSP agents to resolve the cases.

    Outsourced cases: Number of transferred cases

    Number of cases that are transferred to a ServiceNow internal agent when an OSP agent could not resolve the case.

    Breakdowns

    The Outsourced Service Provider 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.

    Data visualizations

    Title Type Description
    Unassigned Open Cases Single score report The number of cases that are in open state and is not yet assigned to an OSP agent. In this report, for example, there are 42 cases that are yet to be assigned. The OSP manager views the number of such cases at a glance and assigns them.
    Active SLAs Breached Single score report. This report shows all breached SLAs that are still active In this report, for example, there are 42 such active SLAs. The OSP manager views the number of breached SLAs at a glance which helps in taking immediate action.