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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 (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.
Filter information displayed on dashboard
Use the filters to drill down to KPIs across the dashboard. Adjust the filters based on the insights that you're looking for. The available filters include Duration, Channel, Queue, Agent, and Time zone.
Optionally, you can also add the Business Unit filter, which provides a consistent way to focus on a single business unit or compare multiple units. This filter can be configured through data model customization or by adjusting the visual under data measure for the dimension DimBusinessUnit. The Business Unit filter doesn't grant additional access; it simply restricts data visibility based on existing roles and business unit hierarchy. If a user doesn't have security permissions to view a business unit's data, selecting that business unit doesn't display any information.
Reports refresh and data retention
Historical analytics reports don't show real-time data. Data is processed in a scheduled refresh, so recent activity appears in the reports only after the next refresh finishes. The following table summarizes how often data refreshes, how to check when data was last updated, and how long data is kept.
| Item | Details |
|---|---|
| Refresh frequency | Data refreshes once every 24 hours. You can't change the refresh schedule or start a refresh on demand. |
| Last updated | The Last updated timestamp on each report page shows when the latest data was included in the report. The timestamp uses the time zone set in your user preferences. |
| Availability during refresh | Reports remain available while data refreshes. |
| Inactive environments | If an organization isn't used for 30 days, data refresh pauses. After 60 days of inactivity, the analytics feature is deprovisioned for the organization. |
| Data retention | Data is stored for 24 months. |
To view the documentation for a report, select the About this report link on the report.
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
Use and customize analytics and 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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