Track and analyze Customer Service case data

[Community Alums]

What are your Key Performance Indicators (KPI’s) for Customer Service case data?

1. Time to resolve?
2. First-call resolution rate?
3. SLA breach rate?
4. Consumer satisfaction?
5. Customer satisfaction?

The following reports are available out-of-the-box on the native report feature. The Customer Service Performance Analytics feature adds two more reports to the Service Manager homepage: Case Average Response Time and Number of Open Cases. These reports use indicators as a way to collect and measure data and breakdowns to show different views of this data.

Report	Figure	Description
Case Average Response Time		Displays the average case response time in a line graph for the selected time period. The default time period is one month. Point to any location along the line to display a summary for a specific date. Click any location along the line to the line to drill down and see additional information for a specific date.
Number of Open Cases		Displays the number of open cases by day in a trend graph for the selected time period. Point to any bar within the graph to display a summary for the specific date. Click any bar within the graph to drill down and see additional information for a specific date.
Open Cases by Assignment Group		Displays the number of open cases by customer service agent group.
Open Cases by Company		Displays the number of open cases by company.
Cases by SLA Stage		Displays the number of cases by SLA stage.
Open Cases by Priority		Displays the number of open cases by priority. Click a priority to show the case list. Click a case from the list to view details.
Customer Satisfaction		Displays the results of the customer satisfaction survey that a customer is asked to take after a case is closed.
Cases by Product		Displays the number of case

[julian_mills]

Hi Rafael, you may have already strumbled across this, but the KPI Library has a number of KPI's and definitions by functional area and industry which is worthwhile looking at. It also has ratings and comments from other folks on the use of certain KPI's. May give you some other ideas?

The site is free to register.

[Community Alums]

I didn't know about that site. Nice finding, much appreciated