Track Service Metrics

Without current data, running an efficient customer service operation is impossible. Create reports and visualizations that help you track service activity and KPIs in real time, with a little help from AI.

• Unify Service Data with Data 360 Reporting
  Combine your service CRM data with engagement data from other sources so your support reps and supervisors can better help customers.
• Store and Access Your Conversation Data
  Find all the information you need on conversation data.
• Monitor Service Activity with Out-of-the-Box Reports
  Use support reports to track the number of cases created, case comments, case emails, case owners, case contact roles, cases with solutions, the length of time since the case last changed status or owner, and the history of cases.
• Improve Operations with Service Intelligence
  Service Intelligence is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Intelligence includes Data Cloud, CRM Analytics, and Einstein Conversation Mining. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs.
• Measure Success with Service Insights
  Service Insights is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Insights includes Data 360 and Tableau Next. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs.
• Track AI Adoption with Service AI Adoption and Analytics
  Service AI Adoption and Analytics provides data-driven insights into how AI impacts your service operations. Use this dashboard to track your team’s adoption of AI solutions for service, measure its effect on Average Handle Time (AHT), and monitor quality through response trends and Employee Satisfaction (ESAT).