Dashboards for Customer Service teams
Customer Service Dashboards
Get actionable, real-time insights into the performance of your customer service team with customizable dashboards for support teams.
Customer Service Dashboard Example
Essential KPIs for a Customer Service Dashboard
There are tons of KPIs for customer service. That’s why, in the case of a general customer service dashboard, you should only include the metrics that your team needs to monitor on a daily basis. Remember, you can always build more dashboards that dig deeper into some of the more specific metrics that you are tracking. That said, here is a brief summary of the KPIs that we believe are essential on a CS dashboard:
Available Agents
Displays the number of reps currently logged in and ready to take on a new call, chat or case.
Oldest Missed Call
Measures the time since the longest unanswered or missed customer call.
Customers in Queue
Monitors the number of customers waiting in the queue for assistance.
Calls in progress
The number of ongoing calls between agents and customers.
CSAT Score
Measure the satisfaction of your customers feed this back to your reps.
Open cases
Ensure that you never forget about unresolved or open customer support cases.
Average Wait Time
This metric tracks how long the average customer has to wait until getting through to an agent.
Average Duration/ Handling Time
The average time it takes for agents to handle a customer interaction. This can apply to phone calls, online chats and social media.
Average resolution time
The average time it takes agents to resolve a customer case.