--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customer Service Agent dashboard # Customer Service Agent dashboard {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer Service Agent dashboard The Customer Service Agent dashboard in ServiceNow offers agents and managers quick access to their cases prioritized by relevant criteria, alongside summary metrics that provide insights into organizational performance. It is accessible via Performance Analytics \> Dashboards, under the Customer Service Management group. The Yokohama release includes both a standard and an Advanced dashboard, the latter adding indicators focused on chat and case target times. Show full answer Show less ## End Users and Roles * **Customer Service Agent (sncustomerserviceagent):** View and prioritize assigned cases and monitor case trends. * **Customer Service Manager (sncustomerservicemanager):** Similar case visibility and prioritization as agents, with broader trend insights. * **Content Administrator (paadmin):** Manage and edit dashboards, users, groups, and roles. * **Content Creator (paviewer):** View dashboard content. ## Key Reports The dashboard provides multiple reports to help agents manage workload effectively: * **My Open Cases:** Active cases assigned to the user. * **My Cases With Problems:** Cases linked to parent cases assigned to system admins (requires additional role snproblemread). * **My New Cases:** Cases not yet responded to by the agent. * **My Group's P1 Cases:** Priority 1 cases assigned to the agent's group. * **My Group's Open Cases:** All unresolved cases within the group. * **My KBs Created:** Knowledge base articles authored by the agent. ## Performance Indicators The dashboard includes critical metrics to monitor customer service effectiveness: * **CSAT (Customer Satisfaction):** Average satisfaction score from surveys with period-over-period change. * **First Call Resolution:** Percentage of cases resolved during the initial customer contact. * **Exceeding Chat Target:** Percentage of chat items exceeding target wait times (Advanced dashboard only). * **Exceeding Case Target:** Percentage of case items exceeding target wait times (Advanced dashboard only). * **Avg. Time to Resolution (Mean Time to Resolve):** Average duration to close or resolve cases. * **Backlog Growth:** Trend of backlogged cases over time across all agents. ## Practical Benefits for ServiceNow Customers This dashboard enables customer service agents and managers to efficiently prioritize work, monitor key performance metrics, and quickly identify problem cases or backlogs. The Advanced dashboard adds enhanced visibility into chat and case response targets, supporting proactive workload management. Content administrators can tailor the dashboard experience to organizational needs, ensuring relevant data is surfaced for decision-making. 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/0TUBwmLfeRp2prGTDOmg5A "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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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} *[\>]: and then