CSM Walk-up Experience dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of CSM Walk-up Experience dashboard

    The CSM Walk-up Experience dashboard enables service managers to monitor key metrics related to walk-up interactions at service locations. By providing real-time visual reports, it helps track agent performance, service efficiency, and customer satisfaction. The dashboard is accessible through the Platform Analytics Library and supports interactive data exploration by hovering over report graphics. Users can export graphs as image files for sharing or presentations and refresh data to see the latest metrics.

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    Access and Roles

    • Customer Service Administrator: Can edit the dashboard and manage users, groups, and roles. Requires the admin role.
    • Walk-up Experience Administrator: Can view and manage users, groups, and roles for the dashboard. Requires the sncsmwalkup.walkupadmin role.
    • Walk-up Experience Manager: Can track operational metrics such as walk-ups, case interactions, average service, and wait times. Requires the sncsmwalkup.walkupmanager role.

    Key Features

    • Completed Walk-ups for the Quarter: Displays total walk-up interactions recorded in the fiscal quarter as a single volume score.
    • Exit Survey CSAT for this Year: Shows average customer satisfaction from exit surveys for the current year on a 1-3 scale.
    • Overall CSAT within Last Year: Presents average customer satisfaction from email surveys over the past year on a 1-5 scale.
    • Walk-ups by Location (Last Year): Monthly distribution of walk-up interactions by location visualized as a spline chart.
    • Walk-up Interactions with Cases by Location (Last Year): Monthly cases generated from walk-ups by location shown as a spline chart.
    • Walk-up Reasons by Location (Last Year): Bar chart showing reasons for walk-ups by location over the last year.
    • Walk-ups by Day of the Week: Bar chart indicating walk-up volumes by day of the week and location.
    • Walk-ups by Hour: Hourly distribution of walk-ups by location displayed as a bar chart.
    • Average Service Time by Location: Monthly average time to close walk-up interactions by location shown as a spline.
    • Average Wait Time by Location: Average wait times for walk-up guests visualized by location using a bar chart.

    Practical Benefits

    This dashboard equips ServiceNow customers with comprehensive insights to improve walk-up service quality, optimize staffing and resource allocation, reduce wait and service times, and enhance customer satisfaction. The detailed metrics by location, time, and reason enable targeted operational improvements and informed decision-making.

    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
    CSM Walk-up Experience dashboard. For descriptions of the reports included on this dashboard, see the Reports section that follows.
    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 Single score report. Total number of records created during the fiscal business quarter. Volume shown as a single score.
    Exit Survey CSAT for this Year Semi donut report. Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
    Overall CSAT within Last Year Semi donut report. 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 Spline report. 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 Line report. 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 Bar report. 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 Bar report. 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 Bar report. Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
    Average Service Time by Location Spline report. Average time it takes to close an interaction, by location. Time average shown as a spline by month.
    Average Wait Time by Location Bar report. Average time a walk-up guest waits for service, by location. Data shown as a bar chart.