Chief Customer Operations Officer Dashboard data visualizations
Use these data visualizations to get high-level and detailed views of how information is used in your organization.
Outcome tab
| Column | Visualization | Visualization Type | Data Source |
|---|---|---|---|
| Sentiment | cSAT | s.s. | CSAT |
| Sentiment | Satisfied Customers | s.s. | Number of satisfied customers (CSAT) - CCO |
| Sentiment | cSAT Trend | Line | cSAT Trend |
| Sentiment | cSAT by Business Unit | v.b. | CSAT by Business Unit |
| Proactive | Proactive major cases | s.s. | PCSO: Number of Proactive reported cases promoted to major |
| Proactive | Customers impacted | s.s. | PCSO: Number of Affected Install Base Items |
| Proactive | Proactive cases | Line | Proactive cases |
| Proactive | Top Impacted Customers | Line | Top Impacted Customers |
| Self Service | Success Rate | s.s. | Self-Service: Success Rate |
| Self Service | Successful Engagements | s.s. | Self-Service: Successful Engagements |
| Self Service | Success Rate Trend | Line | Self-Service: Success Rate |
| Self Service | Successful Engagements Trends | Line | Self-Service: Successful Engagements |
| Service Health | SLA Attainment | s.s. | % of closed cases with breached SLAs |
| Service Health | Mean time to resolve | s.s. | Average resolution time of cases |
| Service Health | SLA Attainment Trend | v.b. | SLA Attainment Trend |
| Service Health | Open Cases by Age bucket | h.b. | Average age of open cases |
| Spotlight | Cases in Spotlight | s.s. | Cases in Spotlight |
| Spotlight | Unassigned spotlight cases | s.s. | Cases in Spotlight - unassigned |
| Spotlight | Spotlight Cases Trend | Line | Unassigned Spotlight cases trend |
Operations tab
| Column | Visualization | Visualization Type | Data Source |
|---|---|---|---|
| Throughput | Cases Closed | s.s. | Number of Closed Cases |
| Throughput | First contact resolution | s.s. | # of Cases Resolved on First Contact |
| Throughput | Cases closed - by channel | v.b. | Number of Closed Cases |
| Throughput | Cases closed - by product | h.b. | Number of Closed Cases |
| Availability | Outages | s.s. | PCSO: Number of outages |
| Availability | Affected customers | s.s. | PCSO: Number of Impacted Customers |
| Availability | Outages Trend | Line | Outages Trend |
| Availability | Outage types | h.b. | PCSO: Number of outages |
| Risk | Accounts at risk | s.s. | Get Accounts in Risk - headline |
| Risk | Products at risk | s.s. | Get Products in Risk - headline |
| Risk | Accounts at risk - Trend | Line | Accounts at risk - Trend |
| Risk | Products at risk - Trend | Line | Products at risk - Trend |
| Performance | Age of open cases | s.s. | Average age of open cases |
| Performance | Average reassignments | s.s. | Average re-assignment of open cases |
| Performance | Cases age trend | Line | Trend of average age of open cases |
| Performance | Reassignment trend | Line | Trend of Average re-assignment of open cases |