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Service Rep Dashboard
Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
Required Editions
Cases Tab
| View supported editions. |
| KPI | CALCULATION |
|---|---|
| Total cases | Total number of cases created. |
| Open cases | Total number of cases that remain open. |
| Total cases closed | Total number of cases closed. |
| Total escalated cases | The total number of cases escalated. |
| Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that re immediately closed upon opening. |
| Avg time to first close (Hrs) | The amount of time between when the case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. |
| % First time resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. |
| Cases by priority | Cases grouped by priority. |
| Case volume by origin | The number of cases received for a specific channel or during a specific time period. |
| Case volume trendline | See case trends over time. Filter by day, week, or month. |
| Case details | Deep dive into the details for each case. |
| Cases by status | Cases grouped by status, such as new or closed. |
| Cases by channel | Cases grouped by channel, such as email or voice calls. |
| Cost | Cost per case based on an input value provided during setup for an estimated hourly cost for your service reps. |
Omni-Channel Tab
Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, Omni utilization, and more.
| ROUTING KPI | CALCULATION |
|---|---|
| Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. |
| Accepted work items | Offered work items that a support rep accepted. Percent of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. |
| Declined work items | The percentage of work that was assigned to support reps, but not accepted. |
| Avg handle time (Min) | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). |
| Avg wait time (Hours) | The average time a customer waits for a response from a support rep. |
| Avg speed to answer (Sec) | The average time a support rep takes to answer a query. |
| Max Omni Utilization | The maximum usage of support reps in a single period of time. For example, Cyber Monday might be a maximum usage event. |
| Omni Utilization | The percentage of time support reps were actively engaged. |
| Work volume by channel | Total volume of work objects, such as cases or leads sorted by channels. You can see the volume for your specified channel. |
| Work volume by status | Total volume of work objects, such as cases or leads sorted by status. |
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