Analytics and insights

  • Release version: Zurich
  • Updated June 26, 2026
  • 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.

    Performance Analytics dashboards

    The analytics included in the preconfigured Performance Analytics dashboards enable you to align your organizational goals across all roles, from executive to manager to agent.

    You can use the dashboards to 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. For example, the Customer Service Executive dashboard displays profitability data and support trends by month.

    To learn more about the Performance Analytics solutions, see Customer Service Platform Analytics Solutions.

    To learn more about the different Performance Analytics plugins and what they provide, see Additional plugins for Customer Service Management.