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Access to this page requires authorization. You can try changing directories.
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 that contribute to overall trends.
The Customer Service dashboards give you a performance summary and detailed reports on cases and customer service representatives (service representatives or representatives). You can make changes to the visual display of the dashboards and also save your personalized views as bookmarks.
Manage dashboards
Learn how to manage the dashboards in 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. Learn more in Summary dashboard.
Agent
The Agent dashboard shows charts and KPIs for individual service representatives and overall representative performance. Learn more in Agent dashboard.
Access the dashboards
In the site map of Copilot Service workspace, select Customer Service historical analytics in Service. The Summary dashboard appears by default. To switch dashboards, select the required dashboard from the dashboard filter.
For example, to view the Agent dashboard, select Agent from the dashboard filter.
Reports refresh and data retention
Learn more in 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
- Queue
- QueueItem
- Subject
- SystemUser
Note
A report might be blank if you customized any of the listed entities or aren't using out-of-the-box entities.
Related information
Introduction to Customer Service insights
Configure Customer Service insights for Customer Service Hub and Copilot Service workspace
Manage bookmarks
Customize visual display
Customize data models of historical analytics reports in Customer Service
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