Customer Service Agent dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    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.

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    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 Analytics > Dashboards. 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

    The Customer Service Agent dashboard includes the following end users and roles.
    Table 1. Agent dashboard end users and roles
    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
    Figure 1. My Work tab
    Tab displaying different report types from the Customer Service Agent dashboard. For the text description, refer to the Reports section.

    Reports

    The Customer Service Agent dashboard includes the following reports.
    Table 2. Agent dashboard reports
    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.
    Figure 2. Organizational Trends tab
    Customer Service Agent dashboard displaying overall organizational trends in various line graphs. For the text description, refer to the following Indicators table.

    Indicators

    The Customer Service Agent dashboard includes the following indicators.
    Table 3. Agent dashboard indicators
    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.
    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
    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
    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.