---
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


---

# Outsourced Service Provider dashboard

# Outsourced Service Provider dashboard {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The Outsourced Service Provider dashboard enables monitoring of breached service-level agreements (SLAs), average resolution time, and case transfer percentages, among other metrics. You can utilize the insights to identify
the areas of concern and to plan your case management strategy.  
Important:  
Starting with the Xanadu release, the Outsourced Service Provider dashboard has a new, modernized look and feel.

To access the new Outsourced Service Provider dashboard, navigate to AllOutsourced Customer ServiceAnalytics, and select the outsourced service provider (OSP) name. Existing customers upgrading from earlier releases to the Xanadu release can also access the new Outsourced Service Provider dashboard.

However, existing customers on release versions prior to the Xanadu release can still view the old Outsourced Service Provider dashboard by navigating to AllOutsourced Customer ServiceOverview.
Figure 1. Outsourced Service Provider dashboard

## End user and roles {#ocs-dashboard__section_upb_qj4_2fb}

{#ocs-dashboard__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| Internal OSP Manager | sn_csm_ocs.manager |
[ ]

{#ocs-dashboard__table_ov2_tj4_2fb}

## Indicators {#ocs-dashboard__section_nm4_hk4_2fb}

Outsource cases: Unassigned open cases

The number of open cases that are unassigned to the OSP agents.

Outsourced cases: open cases with breached SLAs

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

Outsource cases: open cases

The number of cases that are in the open state.

Outsourced cases: Average overall CSAT

Average customer satisfaction (CSAT) based on survey results. 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.").

Outsourced cases: Number of resolved cases

The 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 an internal ServiceNow agent when an OSP agent couldn't resolve the case.

## Global filter {#ocs-dashboard__section_yfw_qk4_2fb}

The Outsourced Service Provider dashboard utilizes the outsourced service providers as global filters. You can select one or more outsourced service providers to view different metrics and reports. By default, the dashboard
displays data from all outsourced service providers.

## Reports {#ocs-dashboard__section_t5q_fl4_2fb}

{#ocs-dashboard__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Unassigned Open Cases | ![Single score report]() | The number of cases that are in the open state and isn't 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. |
[ ]

{#ocs-dashboard__table_xvt_hl4_2fb}

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