Chief Customer Operations Officer Dashboard indicators

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Indicators provide the data used in most of the dashboard’s visualizations. The indicators are used across the dashboard.

    This dashboard employs all three kinds of indicators, Automated, Formula, and Manual. For more information about configuring indicators, see

    Outcome tab

    Column Indicator Source plugin Indicator type Indicator source / Formula calculation / Additional conditions
    Sentiment CSAT com.snc.pAutomatedcustomer_service_advanced Formula [[Number of satisfied customers (CSAT)]]/[[Number of CSAT survey respondents]]*100
    Sentiment Number of satisfied customers (CSAT) - CCO com.snc.pAutomatedcustomer_service_advanced Automated Metric Result.New

    Conditions: Metric Category = Customer Service Satisfaction Survey and Metric = Overall Customer Satification and Instance Related record 1 != (empty) and Actual value >= 3
    Sentiment cSAT Trend Formula [[CSAT / By month AVG +]]
    Sentiment CSAT by Business Unit Formula [[Number of satisfied customers (CSAT) - CCO / By month SUM +]]/[[Number of CSAT survey respondents- CCO / By month SUM +]]*100
    Proactive PCSO: Number of Proactive reported cases promoted to major com.snc.proactive_cs_ops Automated PCSO.CaseInstallbaseitemSoldproduct.Created
    • Condition: Major case state = Accepted
    • Calculation: Count Distinct (cs_case)
    Proactive PCSO: Number of Affected Install Base Items Automated PCSO.CaseInstallbaseitemSoldproduct.Created.ThisMonth

    Calculation: Count Distinct (aib_install_base_item)
    Proactive Proactive cases com.snc.proactive_cs_ops Formula [[PCSO: Number of Proactive Cases / By month SUM +]]
    Proactive Top Impacted Customers com.snc.proactive_cs_ops Formula [[PCSO: Number of outages / By month SUM +]]
    Self Service Self-Service: Success Rate com.snc.self_service_analytics_core, com.snc.pAutomatedself_service_analytics_csm, com.sn_communities, com.glide.cs.chatbot Formula [[Self-Service: Successful Engagements]] / [[Self-Service: Engagements]] * 100
    Self Service Self-Service: Successful Engagements com.snc.self_service_analytics_core, com.snc.pAutomatedself_service_analytics_csm, com.sn_communities, com.glide.cs.chatbot Formula {{Knowledge: Helpful Feedback}} + {{Communities: Helpful Feedback}} + {{Number of Catalog requests}} + {{VA: Successful Conversations}}
    Service Health % of closed cases with breached SLAs com.snc.pAutomatedcustomer_service_advanced Formula ([[Number of closed cases with breached SLAs]]/[[Number of Closed Cases]]) * 100
    Service Health Average resolution time of cases com.snc.pAutomatedcustomer_service_advanced Formula [[Summed duration of resolved cases]] / [[Number of resolved cases]] / 24
    Service Health SLA Attainment Trend Formula [[% of closed cases with breached SLAs / By month AVG +]]
    Service Health Average age of open cases com.snc.pAutomatedcustomer_service_advanced Formula [[Summed age of open cases]] / [[Number of Open Cases]] / 24
    Spotlight Cases in Spotlight com.sn_cco_dashboard Automated Cases in Spotlight
    Spotlight Cases in Spotlight - unassigned com.sn_cco_dashboard Automated Cases in Spotlight - unassigned
    Spotlight Unassigned Spotlight cases trend Formula [[Cases in Spotlight - unassigned / By month SUM +]]

    Operations tab

    Column Indicator Source plugin Indicator Type Indicator Source or Formula calculation
    Throughput Number of Closed Cases com.snc.pAutomatedcustomer_service_advanced Automated Cases.Closed
    Throughput # of Cases Resolved on First Contact com.snc.pAutomatedcustomer_service_advanced Automated Cases.Resolved
    Availability PCSO: Number of outages com.snc.proactive_cs_ops Automated PCSO.OutageCaseInstallBase.Created
    Availability PCSO: Number of Impacted Customers com.snc.proactive_cs_ops Automated PCSO.OutageCaseInstallBase.Created.ThisMonth
    Availability Outages Trend Formula [[PCSO: Number of outages / By month SUM +]]
    Risk Get Accounts in Risk - headline Automated Get Accounts in Risk - headline
    Risk Get Products in Risk - headline Automated Get Products in Risk - headline
    Risk Accounts at risk - Trend Formula [[Get Accounts in Risk - headline / By quarter SUM +]]
    Risk Products at risk - Trend Formula [[Get Products in Risk - headline / By quarter SUM +]]
    Performance Average age of open cases com.snc.pAutomatedcustomer_service_advanced Formula [[Summed age of open cases]] / [[Number of Open Cases]] / 24
    Performance Average re-assignment of open cases com.snc.pAutomatedcustomer_service_advanced Formula [[Summed re-assignment count of open cases]] / [[Number of Open Cases]]
    Performance Trend of average age of open cases com.snc.pAutomatedcustomer_service_advanced Formula [[Average age of open cases / By month SUM +]]
    Performance Trend of Average re-assignment of open cases com.snc.pAutomatedcustomer_service_advanced Formula [[Average re-assignment of open cases / By month SUM +]]