---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Analytics and insights

# Analytics and insights {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your customer service
processes. These analytics enable you to align your organizational goals across all roles, from executive to manager to agent.

## Performance Analytics dashboards {#analytics-and-insights__section_vgy_y5w_vvb}

By using the preconfigured Performance Analytics dashboards, you can provide your customer service managers with deep insights into how they can visualize the data over time, analyze the business processes, and identify areas of improvement.

The following example shows a Performance Analytics dashboard with profitability and support trends for the month.  
Figure 1. Customer Service Executive dashboard

To learn more about the Performance Analytics solutions, see [Customer Service Platform Analytics Solutions](https://www.servicenow.com/docs/6QiG0fqrolSQM56nAOL2_g "Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes.").

To learn more about the different Performance Analytics plugins and what they provide, see [Additional plugins for Customer Service Management](https://www.servicenow.com/docs/VHH4mX32H16zboQN0j7l5w "After Customer Service Management is activated, you can activate additional plugins that provide demo data and enable various features.").