Customer Service dashboards

Article
02/12/2024

The insights dashboards for Customer Service contain various charts and metrics to help you understand the factors that can improve customer service for your organization. Key performance indicators and visual breakdowns of your organization's support cases are coupled with AI-generated insights on cases and topics that contribute to overall trends.

The Customer Service dashboards give you a performance summary and detailed reports on cases, agents, and topics. You can make changes to the visual display of the dashboards and also save your personalized views as bookmarks.

Manage dashboards

To manage the dashboards, go to: Manage historical analytics reports in Customer Service.

Customer Service historical analytics reports

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

Summary

The Summary dashboard gives you a broad overview of the customer service experience in your organization. It uses AI technology to show you topics that are generating the highest volume and emerging topics with the highest rate of change in volume. More information: Summary dashboard

Agent

The Agent dashboard shows charts and KPIs for individual agents and overall agent performance. More information: Agent dashboard

Case Topics

The Case Topics dashboard shows a detailed breakdown of cases and their assigned topics. More information: Topics dashboard

Reports refresh and data retention

See Analytics reports refresh and data retention

Supported tables

The following tables are used for Customer Service historical analytics:

incident
incidentresolution
appmodule
organization
msfp_surveyresponse
msfp_question
msfp_questionresponse
msdyn_casetopic
msdyn_casetopic_incident
msdyn_casetopicsetting
Queue
QueueItem
Subject
SystemUser

Note

A report might be blank if you've customized any of the listed entities or aren't using out-of-the-box entities.