Discover Customer Service Insights dashboards

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Customer Service Insights dashboards contain various charts that show KPIs for your customer service system. These charts provide graphical views of the trends and breakdowns of support cases and use AI technology to highlight support cases that are having the greatest impact on the system. Dashboards are the primary components that can help you gain various insights to help improve system performance.

Insights dashboards cover Customer Service, Omnichannel for Customer Service, and Knowledge Management. The Customer Service dashboards give you a performance summary in addition to detailed reports on agents and topics. Similarly, the Omnichannel for Customer Service dashboards provides a view into the support operation across channels. For Knowledge managers, Knowledge Search analytics provide insight into search terms being used by agents to uncover content needed to resolve customer issues.

Customer Service historical analytics dashboard

The following dashboard reports are available for Customer Service historical analytics:

  • Summary: Shows an overview of customer service KPIs for queues, channels, and agents.

  • Agent: Shows charts and KPIs for individual agents and overall agent performance.

  • Topics: Shows a detailed breakdown of cases and their assigned topics.

  • Unified routing: Available for organizations that have unified routing enabled. Show metrics related to Unified routing.

  • Copilot

Summary report

The Summary dashboard gives you a broad overview of the customer service experience in your organization. It uses AI to provide insights into which topics are generating the highest volume and which topics are emerging with the highest rate of change in volume.

Screenshot of Customer Service historical analytics Summary report.

To view the Summary dashboard, in the Customer Service workspace app, navigate to Customer Service historical analytics and select the Summary tab.

The KPI summary dashboard includes various charts with graphical views of your system's key performance indicators.

The case volume drivers and emerging case volume by topic charts use natural language understanding to group support cases as topics that are a collection of related cases. These charts show you the customer support topics that are generating the most volume and emerging topics with the highest rate of change in volume, helping you identify areas for improvement that can have the greatest impact on system performance.

Summary report Key insights card

Key insights uses AI to highlight items that might require attention. The Key insights card has two areas.

  • KPI insights: Important subjects that impact performance, such as CSAT pertaining to priority, volume pertaining to channel, and open cases pertaining to queues.

  • Topics to watch: Topics that rank high across the three key areas to make it easier for customer service managers to discover top issues.

Summary report KPIs

The KPI summary charts summarize the key performance indicators for the specified time period and the percent change over the period.

By default, the dashboard shows KPIs for the past 30 days and for all channels, queues, and agents in your system. The data filtering options allow you to select data for specific time periods, channels, queues, and agents. To filter data by duration, channel, queue, or agent, select a value from the respective drop-down list.

Note

If you switch to a different dashboard, the filters you specify persist and are applied to the data on all dashboards.

This table shows the key performance indicators that are displayed in the report.

KPI Description
Incoming cases The number of cases created to support customers.
Active cases The number of cases that are currently open.
Escalated cases The percentage of cases that have been escalated.
Average resolve time The average length of time taken in hours by an agent to resolve the case.
Average CSAT The average customer satisfaction score, based on Customer Voice survey submitted by the customer.
Average survey sentiment The average sentiment score, based on Customer Voice survey written feedback submitted by the customer.

The following metrics are displayed as charts.

Chart Description
Case volume trend Day-over-day trend of case volume.
Case volume by status A breakdown of case volume by status.
Incoming cases by channel A case breakdown by channel.
Open cases by priority A case breakdown by priority level.
Open cases by age A breakdown of cases by the amount of time in an open state.
Average CSAT trend The year-over-year trend of case volume.
Average survey sentiment trend The year-over-year trend of CSAT from Customer Voice survey responses.
Top 10 volume topics The top 10 AI-discovered topics by case volume.
Emerging case volume by topic The top emerging AI discovered topics based on increase in case volume.
Case metrics by channel An overview of the core case metrics by channel.
Case metrics Overview of core case metrics in relation to other metrics and date.

A blue up-and-down indicator next to the value indicates the percent change in a positive direction. A red indicator indicates the percent change in a negative direction.

Agent report

The Agent dashboard shows charts and KPIs that you can use to guide agents and understand overall agent performance.

Screenshot of Customer Service historical analytics Agent report.

To view the Agent dashboard, navigate to Customer Service historical analytics and select the Agent tab.

The dashboard shows charts and KPIs for individual agents and overall agent performance.

Agent report Key insights card

Key insights uses AI to highlight items that might require attention. The Key insights card for the Agent report shows the following.

  • Agents: Agents who might have issues around case volumes or resolution times.

  • CSAT: Important insights from CSAT feedback scores.

  • Sentiment: Important insights from written CSAT feedback.

Screenshot of Key Insights in the Customer Service historical analytics Agent report.

Agent report KPIs

The report summarizes the key performance indicators for the specified time period and the percent change over the period.

By default, the dashboard shows KPIs for the past 30 days and for all channels, queues, and agents in your system. The data filtering options allow you to select data for specific time periods, channels, queues, and agents.

The following table displays the key performance indicators in the agent report.

KPI Description
Active cases The number of cases that are currently open.
Resolved cases The number of cases that have been closed by an agent.
Escalated cases The percentage of cases that have been escalated.
Average resolve time The average time taken by an agent to resolve the case.
Average CSAT The average customer satisfaction score, based on written feedback submitted by the customer in the Customer Voice survey.
Average survey sentiment The average sentiment score, based on written feedback submitted by the customer in the Customer Voice survey.

The agent dashboard has charts that have the following metrics.

KPI Description
Incoming cases by status A breakdown of case volume by status.
Average resolve time Month-over-month trend of case resolution time in hours.
Average CSAT trend The average customer satisfaction score, based on written feedback submitted by the customer in the Customer Voice survey.
Agent metrics Overview of core agent metrics in relation to other metrics and date.

Agent drill down view

The Agent drill down view provides supervisors with a holistic look into individual agent performance on metrics and can be valuable in training scenarios for agents.

To access the agent drill-down report, select any metric value in the Agent metrics chart for the required agent, and select Details.

Screenshot of Agent drill down in the Customer Service historical analytics Agent report.

Topics report

The Topics dashboard shows a detailed breakdown of cases and their assigned topics. Customer Service Insights uses AI-generated topics and natural language understanding to automatically group your cases to help you better understand how different case types and topic areas are impacting your organization’s support performance.

Screenshot of Customer Service historical analytics Topic report.

To view the Agent dashboard, navigate to Customer Service historical analytics and select the Topics tab.

Topics report Key insights card

Key insights uses AI to highlight items that might require attention. The Key insights discovered card has three areas:

  • Topics to watch

  • Topics impacting customer satisfaction (CSAT)

  • Topics impacting resolution time

Topic report KPIs

The KPI summary charts summarize the key performance indicators for the specified time period and the percent change over the period. You can filter these areas by duration, channel, queue, and agent.

The topics dashboard report has the following KPIs.

KPI Description
Total cases The number of cases created to support customers.
Active cases The number of cases that are currently opened.
Escalated cases The percentage of cases that have been escalated.
Average handle time The average time taken by an agent to resolve the case.
Average CSAT The average customer satisfaction score, based on written feedback submitted by the customer in the Customer Voice survey.
Average sentiment The average sentiment score, based on written feedback submitted by the customer in the Customer Voice survey.

The topic metrics chart has the following metrics displayed:

Chart Description
Total cases The number of cases created to support customers.
Occurrence by topic Percentage of cases classified to each given topic.
Average resolution time Month over month trend of case resolution time in minutes.
Average CSAT The average customer satisfaction score, based on Customer Voice survey submitted by the customer.
CSAT impact The amount that the given topic is driving the overall CSAT trend for the organization.
Average sentiment The average sentiment score, based on Customer Voice survey written feedback submitted by the customer.
Sentiment impact The amount that the given topic is driving the overall sentiment trend for the organization.

Topics drill down view

The topics drill down view provides supervisors with a holistic look into individual topics in reference to key business metrics and can be valuable in understanding why end customers are contacting support.

To access the topics drill down report, select any metric value for the required topic and select Details.

Unified Routing report

The Unified routing report provides routing-specific KPIs and metrics that can be used by supervisors and administrators to track the success of their routing strategy. They can also track the incorrectly routed work items and configurations and correct them to improve the routing effectiveness and thereby customer satisfaction.

Screenshot of Topic drill down in the Customer Service historical analytics Topic report.

The report appears as a tab in the Customer Service historical analytics report if your administrator has enabled the corresponding setting on the Insights page in Customer Service Hub. You can access the report in Service. In the site map, select Customer Service historical analytics, and then select Unified routing.

The report can be filtered on the following:

  • Duration: Filters the data by the selected value of day, week, or month.

  • Record type: Filters the data for the selected record, such as a case, lead, or custom record. By default, the report is filtered on incident (case).

  • Queue: Filters the data for the selected queue that's enabled for unified routing.

  • Time zone: Filters the data for the selected time zone.

The unified routing report displays the following metrics.

Metric Description Derivation
Records routed Number of records that were routed. Only records routed using unified routing are considered.
Routing attempts Number of routing attempts across records that were routed. Records that were attempted for routing using the "Save and Route" action will be considered as an attempt.
First route success Number of records that were successfully routed in the first attempt. Success for a push workstream is when the record is assigned to an agent. Success for a pick workstream is when the record is routed to a queue.
Records transfer rate The percentage of records that were transferred to another agent or queue.
Records routed Day wise view of records that have been routed.
Transfer rate trend Percentage of sessions transferred out of the total sessions for the records routed.
Top five skills needed Top five skills required by the routed records.