CSM Walk-up Experience dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of CSM Walk-up Experience dashboard

    The CSM Walk-up Experience dashboard provides ServiceNow service managers with key metric reports related to walk-up interactions. This tool is designed to help monitor agent performance and service location effectiveness by offering a comprehensive view of walk-up activity and customer satisfaction. The dashboard is accessible via All > Platform Analytics > Library > Dashboards and supports interactive features such as detailed data views on hover, graph refresh for current data, and export options for PNG or JPEG files for reporting purposes.

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    Roles and Access

    • Customer Service Administrator: Can edit the dashboard and manage users, groups, and roles.
    • Walk-up Experience Administrator: Can view the dashboard and manage users, groups, and roles.
    • Walk-up Experience Manager: Can track metrics including the number of walk-ups, interactions linked to cases, average service time, and wait time.

    Key Features

    • Completed Walk-ups for the Quarter: Displays the total walk-up records created in the fiscal quarter as a single volume score.
    • Exit Survey CSAT for this Year: Shows average customer satisfaction from exit surveys on a speedometer scale (1 to 3) for the current calendar year.
    • Overall CSAT within Last Year: Presents average customer satisfaction from email surveys over the past 364 days on a 1 to 5 scale.
    • Walk-ups by Location within Last Year: Monthly distribution of walk-up interactions by location, shown as a spline chart.
    • Walk-up Interactions with Cases by Location within Last Year: Monthly distribution of walk-up cases by location, displayed as a spline chart.
    • Walk-up Reasons by Location within Last Year: Bar chart showing reasons for visiting walk-up queues by location over the past year.
    • Walk-ups by Day of the Week: Bar chart showing total walk-up interactions per day of the week by location.
    • Walk-ups by Hour: Bar chart showing walk-up interactions by hour and location.
    • Average Service Time by Location: Monthly average time to close an interaction by location, shown as a spline chart.
    • Average Wait Time by Location: Bar chart displaying average wait time for service by location.

    Practical Benefits

    By leveraging this dashboard, ServiceNow customers can efficiently monitor and analyze walk-up service interactions, understand customer satisfaction trends, and optimize resource allocation at service locations. The ability to export visual data supports communication and reporting needs, enabling continuous improvement in service delivery and customer experience management.

    As a service manager you can see key metric reports for walk-up interactions which helps in monitoring the performance of agents and service locations.

    Access the dashboard by navigating to All > Platform Analytics > Library > Dashboards. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files and attach them to emails or include in reporting presentations. All graphs can be refreshed for the latest data. The following screen is an example of how the dashboard appears.
    Figure 1. Walk-up Experience for CSM dashboard
    CSM Walk-up Experience dashboard. For descriptions of the reports included on this dashboard, see the Reports section that follows.
    End user and goal Required role
    Customer service administrator: Can edit the dashboard and manage users, groups, and roles for the dashboard. admin
    Walk-up Experience administrator: Can view the dashboard and manage users, groups, and roles for the dashboard. sn_csm_walkup.walkup_admin
    Walk-up Experience manager: Can track the number of walk-ups, walk-up interactions with cases, average service and wait time and so on. sn_csm_walkup.walkup_manager

    Data visualizations

    Title Type Description
    Completed Walk-ups for the Quarter Single score report. Total number of records created during the fiscal business quarter. Volume shown as a single score.
    Exit Survey CSAT for this Year Semi donut report. Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
    Overall CSAT within Last Year Semi donut report. Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by the email survey within the last year (364 days from current date).
    Walk-ups by Location within Last Year Spline report. Total number of walk-up interactions, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Interactions with Cases by Location within Last Year Line report. Total number of walk-up cases, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Reasons by Location within Last Year Bar report. Reasons for visiting the walk-up queue, by location within the last year (364 days from current date). Data shown as a bar chart.
    Walk-ups by Day of the Week Bar report. Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart.
    Walk-ups by Hour Bar report. Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
    Average Service Time by Location Spline report. Average time it takes to close an interaction, by location. Time average shown as a spline by month.
    Average Wait Time by Location Bar report. Average time a walk-up guest waits for service, by location. Data shown as a bar chart.