Customer Service Operations Dashboard using InetSoft's KPI Software
This is a powerful interactive dashboard for customer service managers and executives to monitor key performance indicators for a service operations department. In one view, you have seven information-packed charts and two embedded reports multiplied by the number of customer service representatives in your organization.
For organizations with dozens or hundreds of sales representatives, the selection list seen in the upper right corner can be organized hierarchically, and view permissions by user are also hierarchical.
- Open cases by status, priority and age
- Current case load by agent and status
- Employee performance by cases closed and time to close
- Overall case open vs. close rate
- Same day close rates – overall and by agent
- Open high-priority cases – summary and detail by owner and case age
- Exceptions reporting – number and detail of inactive cases
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