As a service manager you can see key metric reports for walk-up interactions which helps
in monitoring the performance of agents and service
locations.
Access the dashboard by navigating to All > Platform Analytics > Library > Dashboards. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files and attach them to emails or include in reporting presentations. All graphs can be refreshed for the latest
data. The following screen is an example of how the dashboard appears.Figure 1. Walk-up Experience for CSM dashboard
End user and goal
Required role
Customer service administrator: Can edit the dashboard and manage users, groups, and
roles for the
dashboard.
admin
Walk-up Experience administrator: Can view the dashboard and manage users, groups, and roles for the dashboard.
sn_csm_walkup.walkup_admin
Walk-up Experience manager: Can track the number of walk-ups, walk-up interactions
with cases, average service and wait time and so on.
sn_csm_walkup.walkup_manager
Data visualizations
Title
Type
Description
Completed Walk-ups for the Quarter
Total number of records created during the fiscal business quarter. Volume shown as a
single score.
Exit Survey CSAT for this Year
Speedometer showing the average customer satisfaction sentiment (1 to 3) during the
exit survey for the current calendar year.
Overall CSAT within Last Year
Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by
the email survey within the last year (364 days from current date).
Walk-ups by Location within Last Year
Total number of walk-up interactions, by location within the last year (364 days from
current date). Volume shown as a spline distributed by month.
Walk-up Interactions with Cases by Location within Last Year
Total number of walk-up cases, by location within the last year (364 days from
current date). Volume shown as a spline distributed by month.
Walk-up Reasons by Location within Last Year
Reasons for visiting the walk-up queue, by location within the last year (364 days
from current date). Data shown as a bar chart.
Walk-ups by Day of the Week
Total number of walk-up interactions per day during the course of a week, by
location. Data shown as a bar chart.
Walk-ups by Hour
Total number of walk-up interactions, by hour and by location. Data shown as a bar
chart.
Average Service Time by Location
Average time it takes to close an interaction, by location. Time average shown as a
spline by month.
Average Wait Time by Location
Average time a walk-up guest waits for service, by location. Data shown as a bar
chart.
