Outsourced Service Provider dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Outsourced Service Provider Dashboard

    The Outsourced Service Provider dashboard offers essential monitoring tools for tracking breached service-level agreements (SLAs), average resolution times, and case transfer percentages. It provides insights to help identify areas of concern and plan effective case management strategies. The dashboard has been modernized in the Xanadu release, enhancing user experience and accessibility.

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    Key Features

    • Modernized Interface: The new dashboard can be accessed via All > Outsourced Customer Service > Analytics, with the option to revert to the previous version for customers on earlier releases.
    • Critical Metrics: Key performance indicators include unassigned open cases, breached SLAs, average customer satisfaction (CSAT), number of resolved cases, and the duration taken to resolve cases.
    • Global Filters: Users can filter metrics by selecting one or more outsourced service providers, with the default view displaying data from all providers.

    Key Outcomes

    By utilizing the Outsourced Service Provider dashboard, OSP managers can efficiently manage open cases, address breached SLAs, and enhance overall customer satisfaction. The streamlined access to vital reports allows for quick assessments and prompt actions to improve service delivery.

    The Outsourced Service Provider dashboard enables monitoring of breached service-level agreements (SLAs), average resolution time, and case transfer percentages, among other metrics. You can utilize the insights to identify the areas of concern and to plan your case management strategy.

    Important:
    Starting with the Xanadu release, the Outsourced Service Provider dashboard has a new, modernized look and feel.

    To access the new Outsourced Service Provider dashboard, navigate to All > Outsourced Customer Service > Analytics, and select the outsourced service provider (OSP) name. Existing customers upgrading from earlier releases to the Xanadu release can also access the new Outsourced Service Provider dashboard.

    However, existing customers on release versions prior to the Xanadu release can still view the old Outsourced Service Provider dashboard by navigating to All > Outsourced Customer Service > Overview.

    Figure 1. Outsourced Service Provider dashboard
    Outsourced Service Provider dashboard displaying data for all the service providers. For more information about different metrics, refer to the Indicators section.

    End user and roles

    End user and goal Required role
    Internal OSP Manager sn_csm_ocs.manager

    Indicators

    Outsource cases: Unassigned open cases

    The number of open cases that are unassigned to the OSP agents.

    Outsourced cases: open cases with breached SLAs

    The number of cases that have remained open past the time required by the Service Level Agreement (SLA).

    Outsource cases: open cases

    The number of cases that are in the open state.

    Outsourced cases: Average overall CSAT

    Average customer satisfaction (CSAT) based on survey results. For more information about CSAT, see Customer service satisfaction surveys.

    Outsourced cases: Number of resolved cases

    The number of cases that the OSP agent has worked on and moved to resolved state.

    Outsourced cases: Summed duration of resolved cases

    The total time taken by the OSP agents to resolve the cases.

    Outsourced cases: Number of transferred cases

    Number of cases that are transferred to an internal ServiceNow agent when an OSP agent couldn’t resolve the case.

    Global filter

    The Outsourced Service Provider dashboard utilizes the outsourced service providers as global filters. You can select one or more outsourced service providers to view different metrics and reports. By default, the dashboard displays data from all outsourced service providers.

    Reports

    Title Type Description
    Unassigned Open Cases Single score report The number of cases that are in the open state and isn’t yet assigned to an OSP agent. In this report, for example, there are 42 cases that are yet to be assigned. The OSP manager views the number of such cases at a glance and assigns them.
    Active SLAs Breached Single score report. This report shows all breached SLAs that are still active In this report, for example, there are 42 such active SLAs. The OSP manager views the number of breached SLAs at a glance, which helps in taking immediate action.