Service Intelligence Dashboards

Determine whether you're meeting your customer service goals with easy-to-understand data visualizations in the Service Intelligence dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs.

• Service Intelligence Cases 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.
• Service Intelligence Einstein Case Management Dashboard (Beta)
  As a support rep, you can use this dashboard to get near real-time insights that help you quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. If the Flag to Supervisor flow is set up by your admin, you can instantly alert supervisors about case developments.
• Service Intelligence Omni-Channel Dashboard
  Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more.
• Service Intelligence Einstein Conversation Mining Dashboard
  Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an support rep, average cost per interaction, and more.
• Service Intelligence Agent Performance Dashboard
  See a high-level view of your service team’s performance. Review stats, such as average support rep CSAT, average time to close, average speed to answer, average handle time, and more.
• Service Intelligence My Performance Dashboard for Support Reps
  As a support rep, you can use this dashboard to get a comprehensive view of your 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.
• Service Intelligence Knowledge Articles Dashboard
  Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles.