CSM Landing Page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of CSM Landing Page

    The CSM Landing Page in the Yokohama release offers customer service agents and managers a centralized interface to view and prioritize assigned cases, case tasks, and track key performance metrics. It enables quick access to case records and performance insights, enhancing workload management and service quality. Administrators can customize landing pages using UI Builder to tailor the workspace to specific business needs.

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    Key Features

    • Important Items Section: Displays scorecards highlighting critical work for agents, such as high priority cases (P1, escalated, or needing attention), SLA breaches, cases not updated for over three days, case tasks, and unassigned cases within assignment groups. Selecting scorecards filters and lists relevant records.
    • Cases Section: Lists “My active cases” and “My team’s cases,” allowing users to open case records directly in new tabs.
    • Performance Section: Tracks agent performance using indicators like SLA compliance (last 7 days) and reopened cases (last 30 days). Activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin adds metrics for customer satisfaction (CSAT), response time, and resolution time, with links to detailed KPIs.
    • Organization’s Performance (Premium only): Provides organizational metrics such as CSAT scores and daily new versus closed case counts over the last 7 days, accessible via KPI details. This requires the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin.
    • Customization and Management: Landing pages can be created and customized in UI Builder. Multiple landing pages can exist, but only one is active per user based on the Active field and page order. Role and assignment group permissions control landing page visibility.

    Key Outcomes

    • Improved agent efficiency through prioritized task visibility and direct access to cases.
    • Enhanced performance monitoring at both agent and organizational levels, supporting data-driven management.
    • Flexible customization options allow administrators to adapt the landing page to evolving business requirements.
    • Ensures consistency and accuracy in high priority case filtering by requiring the Customer Service Case Action Status plugin and a minimum instance version (Xanadu Patch 7).
    • Smooth upgrade path for customers, with automatic landing page upgrade for those without customizations, and manual acceptance for customized pages.

    The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.

    Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in UI Builder to meet their unique business needs.

    The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of the visualizations is connected to a data source. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention.
    Note:
    To ensure the High priority cases component filters correctly, install the Customer Service Case Action Status (com.snc.csm_action_status) plugin. This plugin adds the missing action_status field, which isn't included with the CSM plugin by default. Also, ensure your instance is on Xanadu Patch 7 or later.

    The CSM Landing Page is available with the CSM Configurable Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CSM Configurable Workspace.

    Note:
    Upgrade customers who haven’t customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Yokohama release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page must manually accept the Yokohama landing page.
    Figure 1. CSM landing page - Assigned cases and case tasks
    Landing page to track your active cases and important items. For the text description, refer to the CSM Landing Page and CSM Landing Page - Premium sections and components table.
    Figure 2. CSM landing page - Performance metrics
    Landing page with agent and organization performance data. For the text description, refer to the CSM Landing Page and CSM Landing Page - Premium sections and components table that follows.

    CSM Landing Page sections and components

    The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.
    Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components
    Section Description
    Important Items This section includes single score cards that display an agent's most important items to work on.
    • High priority cases: Includes P1 cases, escalated cases, and cases that need attention.
    • SLA breached or due today
    • Cases not updated in >3d
    • Case tasks
    • Unassigned cases: Cases that are unassigned and belong to one of the agent's assignment groups.
    Selecting a score card displays a list of records with the appropriate filter conditions.
    Cases This section includes two lists of records:
    • My active cases
    • My team's cases
    Selecting a case number opens a new tab and displays the case record.
    Performance
    This section includes indicators that track the agent's performance.
    • Met SLA (last 7 days)
    • Reopened cases (last 30 days)

    The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin:

    • CSAT: Customer satisfaction score based on cases assigned to the agent for the last 7 days.
    • Response time
    • Resolution time
    Select an indicator to display either a filtered list of records or a KPI details page.
    Organization's Performance This section includes indicators that track the organization's performance.
    • CSAT: Customer satisfaction score for the last 7 days.
    • New vs closed cases: Daily aggregation of new and closed cases for the last 7 days.
    Select an indicator to view a KPI details page.
    Note:
    This section is available for the CSM Landing Page - Premium, which requires activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin.

    Create a landing page for CSM Configurable Workspace

    Use UI Builder to create landing pages for your agents. For more information, see the following topics:

    Create multiple landing pages

    You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings:
    • The setting of the Active field. This field must be set to true for a landing page to be displayed.
    • The Order of the landing page. Pages with a lower-order value take precedence over pages with a higher-order value. The active page with the lowest order number is displayed.
    • If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions.