Success report dashboard overview
The success report dashboard helps customer success managers manage the overall customer portfolio.
Customer success managers can use this dashboard to monitor engagement metrics, enable their teams to achieve their goals, and manage their own workload. A user becomes a manager when the manager attribute is set on the user record. This field determines the user's position in the organizational hierarchy. Customer success managers can view engagement data for all users within their hierarchy. The engagements visible to each persona depend on their position in the hierarchy:
Each persona in the hierarchy can view engagements for all users who report to them. A customer success manager can view engagements for the agents in their team. A director of customer success can view engagements across all managers and agents in their organization.
Engagement visibility across a hierarchy
In this example, a director manages two customer success managers, each of whom manages a team of agents:
- Manager 1 manages Abel Tuter (4 engagements), Abraham Lincoln (2 engagements), and Beth Anglin (1 engagement).
- Manager 2 handles 1 engagement directly and manages John Smith (4 engagements) and Jane Doe (2 engagements).
Based on this structure, each persona can view the following engagements on the dashboard:
- Abel Tuter, Abraham Lincoln, Beth Anglin, John Smith, and Jane Doe can each view only their own engagements.
- Manager 1 can view 7 engagements: the combined engagements of Abel Tuter, Abraham Lincoln, and Beth Anglin.
- Manager 2 can view 7 engagements: their own engagement and the engagements of John Smith and Jane Doe.
- The director can view all 14 engagements across both teams.