Analytics and insights

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your customer service processes. These analytics enable you to align your organizational goals across all roles, from executive to manager to agent.

    Performance Analytics dashboards

    By using the preconfigured Performance Analytics dashboards, you can provide your customer service managers with deep insights into how they can visualize the data over time, analyze the business processes, and identify areas of improvement.

    The following example shows a Performance Analytics dashboard with profitability and support trends for the month.

    Figure 1. Customer Service Executive dashboard
    Performance analytics dashboard that shows profitability and costs.

    To learn more about the Performance Analytics solutions, see Customer Service Platform Analytics Solutions.

    To learn more about the different Performance Analytics plugins and what they provide, see Additional plugins for Customer Service Management.