---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Agent dashboard

# Customer Service Agent dashboard {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 8, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The
Customer Service Agent dashboard provides quick access to your cases based on criteria that help
you prioritize your work. The dashboard also displays summary data on metrics for your
organization.

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

The Customer Service Management - Advanced Performance Analytics Solution adds the Customer
Service Agent - Advanced dashboard. The Advanced dashboard contains two additional indicators:
Exceeding Chat Target and Exceeding Case Target.

## End users and roles {#csm-agent-dashboard__section_upb_qj4_2fb}

The Customer Service Agent dashboard includes the following end users and roles.{#csm-agent-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Customer service agent: View and prioritize your assigned cases. View case trends for all agents. | sn_customerservice_agent |
| Customer service manager: View and prioritize your assigned cases. View case trends for all agents. | 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 |
[Table 1. Agent dashboard end users and roles]

{#csm-agent-dashboard__table_ov2_tj4_2fb} Figure 1. My Work tab

## Reports {#csm-agent-dashboard__section_t5q_fl4_2fb}

The Customer Service Agent dashboard includes the following reports.{#csm-agent-dashboard__table_xvt_hl4_2fb__entry__2}

| Title | Description |
|-|-|
| My Open Cases | Cases assigned to me that are not resolved, closed, or canceled. |
| My Cases With Problems | Cases assigned to me that are part of a parent case that is assigned to a system admin. Note: To view this data in the dashboard, add the sn_problem_read role to the sn_customerservice_agent role. |
| My New Cases | Cases that I have not yet responded to. |
| My Group's P1 Cases | P1 cases that are assigned to a member of my group. |
| My Group's Open Cases | Cases assigned to a member of my group that are not resolved, closed, or canceled. |
| My KBs Created | List of all KB articles that I created. |
[Table 2. Agent dashboard reports]

{#csm-agent-dashboard__table_xvt_hl4_2fb} Figure 2. Organizational Trends tab

## Indicators {#csm-agent-dashboard__section_nm4_hk4_2fb}

The Customer Service Agent dashboard includes the following indicators.{#csm-agent-dashboard__table_ez3_gnx_23b__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/Ve7K_SNvZBlLvjQgF8fdQg "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. |
| Exceeding Chat Target | Percentage of all Chat work items that have exceeded the target wait time. For more information about the Chat service channel, see [Advanced Work Assignment service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) Note: This indicator is only viewable on the Customer Service Agent - Advanced dashboard. |
| Exceeding Case Target | Percentage of all Case work items that have exceeded the target wait time. For more information about the Case service channel, see [Advanced Work Assignment service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) Note: This indicator is only viewable on the Customer Service Agent - Advanced dashboard. |
| Avg. Time to Resolution | Average time for a case to be marked as closed or resolved. Note: On the Customer Service Agent - Advanced dashboard, this indicator is called Mean Time to Resolve. |
| Backlog Growth | Number of backlogged cases for all agents over time. |
[Table 3. Agent dashboard indicators]

{#csm-agent-dashboard__table_ez3_gnx_23b}

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