Chief Customer Operations Officer Dashboard tabs

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

    • Organizing insights into these pillars enables Chief Customer Operations Officer (CCO) to improve customer experience, increase proactive service maturity, drive digital self-service adoption, strengthen service performance, and reduce customer risk.

    Strategic pillars

    The strategic pillars of the CFO dashboard show metrics related to Sentiment, Proactive Prevention, Self-Service, Service Health, Spotlight Escalations, Throughput, Availability, Risk, and Performance.

    Outcome tab

    The Outcome tab provides CCOs with a centralized view into customer experience, proactive service effectiveness, digital self-service performance, and escalation health. It helps CCOs quickly understand the customer sentiment trends, service impact, and overall experience outcomes to drive strategic improvements.


    CCO Dashboard Outcome tab with Sentiment, Proactive, Self Service, Service Health, and Spotlight pillars, each containing KPIs and visualizations.
    Pillar Focus Area Key Metrics Description
    Sentiment Shared customer sentiment
    • cSAT %
    • Number of Satisfied Customers
    • cSAT Trend
    • cSAT by Business Unit
    		 Provides real-time visibility into customer sentiment, satisfaction ratings, and trends across business units to evaluate experience health.
    Proactive Issue prevention
    • Major Proactive Cases
    • Customers Impacted
    • Proactive Case Trend
    • Top Impacted Customers
    		 Tracks proactive issue detection, major incident prevention, and install base impact, helping minimize disruption and improve service quality upstream.
    Self Service Self-solution of issues
    • Self-Service Success Rate
    • Successful Engagements
    • Self-Service Success and Engagement Trends
    • \
    		 Monitors self-service utilization and successful deflection through knowledge, communities, catalog, and virtual agent to enhance self-solve capabilities.
    Service Health Case handling
    • SLA Attainment
    • Mean time to Resolve
    • SLA Attainment Trend
    • Open Cases by Age Bucket
    		 Measures resolution efficiency, SLA compliance, and case backlog aging to ensure reliable and timely service delivery.
    Spotlight What needs immediate attention
    • Cases in Spotlight
    • Unassigned Spotlight Cases
    • Spotlight Case Trend
    		 Highlights critical and at-risk customer cases requiring executive attention and tracks assignment to ensure urgent response.

    Operations

    The Operations tab focuses on the day-to-day execution of support services, including case handling efficiency, outage impact, customer risk indicators, and backlog management. It enables operational leaders to monitor case flow, resolve issues faster, and maintain consistent service quality at scale.


    CCO Dashboard Operations tab with Throughput, Availability, Risk, and Performance pillars, each containing metrics and visualizations.
    Pillar Focus Area Key Metrics Description
    Throughput Processing volume
    • Cases Closed
    • First Contact Resolution
    • Cases Closed by Channel
    • Cases Closed by Product
    		 Provides insight into case resolution volume, first-touch resolution effectiveness, and distribution across channels and products.
    Availability Shielding customers from outage impact
    • Outages
    • Affected Customers
    • Outage Trend
    • Outage Types
    		 Tracks outage events, customer impact, trend analysis, and outage classification to improve service continuity and customer uptime.
    Risk Accounts and products at risk
    • Accounts at Risk
    • Products at Risk
    • Risk Trends (Account & Product)
    		 Identifies customer and product risk exposure and monitors emerging patterns to safeguard relationships and revenue.
    Performance Backlog control
    • Average Age of Open Cases
    • Average Reassignments
    • Case Age Trend
    • Reassignment Trend
    		 Evaluates operational workload, backlog management, and routing efficiency to maintain consistent service quality at scale.
    Purpose

    The Operations tab serves as a customer-experience command center, delivering a unified, real-time view of customer sentiment, proactive case management, self-service adoption, service performance, and escalations.

    It consolidates experience metrics such as satisfaction scores, proactive resolution rates, digital self-help effectiveness, SLA adherence, and customer risk indicators to empower leaders to safeguard and elevate customer experience across the enterprise.

    This dashboard helps CCOs to:
    • Assess overall customer sentiment and feedback trends
    • Reduce customer issues through proactive detection and prevention
    • Strengthen digital adoption and self-service efficiency
    • Monitor SLA performance and resolution effectiveness
    • Identify and act on critical customer escalations
    • Manage service delivery, outage impact, and operational load
    • Track customer and product risk indicators for early intervention
    Target audience

    The Chief Customer Operations Officer and other Customer Support executives who require real-time insights and a holistic visibility into service performance, customer sentiment, proactive operations, and escalation health.

    Primary Stakeholder
    Chief Customer Operations Officer