CS Agent Dashboard Example
Essential KPIs for a CS Agent Dashboard
Average Handling Time
The average amount of time it takes for an agent to handle an interaction with a customer. Here, we display both the AHT for the individual agent as well as the team.
Escalation Rate
Measures the percentage of customer interactions that are escalated to a higher level of support or different team.
Total calls, chats and tickets
The count of customer interactions based on the channel.
CSAT score
How satisfied customers are with the service the agent has provided.
Latest Customer Feedback
Empower your agents with the latest comments from customers.
Average Wrap Time
This metric measures the average time it takes for an employee to complete after-call work or wrap-up tasks before they are ready to handle the next customer interaction.
More Support Dashboard Examples
Call Center Dashboard
Struggling to get the full picture of your call center operations? Use real-time call center dashboards and take instant action on your call center metrics.
CSAT Dashboard
Keep track of customer satisfaction, agent feedback and more with real-time CSAT dashboards!
Customer Service Dashboard
Get actionable, real-time insights into the performance of your customer service team with customizable dashboards for support teams.