Customer Service Dashboards

A customer service dashboard gives you a high-level overview of the performance of your support team. It displays the KPIs that the support team is dealing with on a daily basis. This dashboard is ideal to display on TVs around the office for the whole team to see.

This dashboard is essential for managers, team leads and also agents and will serve as the main point of reference for the whole support team. It’s also useful for other teams to garner insight into how busy the CS team currently is.

Just click below to see a real-time customer service dashboard in action. ⬇️

Why customer service dashboards are essential to support operations

Identify where you need to take action

Customer support is nearly always a fast-paced environment where priorities can often change by the minute. A real-time dashboard enables you to instantly identify what the priorities are and where action needs to be taken.

Showcase the success of your agents

Working in customer service is a demanding position, and your agents deserve praise and recognition for their hard work. You can see on our example that we have a widget for customer satisfaction. This is a great way to display great feedback received from customers. Another way is to set up instant notifications, to make sure that every milestone is celebrated across the team.

A complete overview of all your channels

With modern customer service teams, there's a good chance that agents are responding to customer queries on multiple different channels including phone, online chat, social media and more. As a result, this makes it difficult to get the full overview of your service levels. A customer service dashboard centralizes all these different channels onto one, digestible screen.

Essential KPIs for a Customer Service Dashboard

There are tons of KPIs for customer service. That’s why, in the case of a general customer service dashboard, you should only include the metrics that your team needs to monitor on a daily basis. Remember, you can always build more dashboards that dig deeper into some of the more specific metrics that you are tracking. That said, here is a brief summary of the KPIs that we believe are essential on a CS dashboard:

• Available Agents

Displays the number of reps currently logged in and ready to take on a new call, chat or case.

• Oldest Missed Call

Measures the time since the longest unanswered or missed customer call.

• Customers in Queue

Monitors the number of customers waiting in the queue for assistance.

• Calls in progress

The number of ongoing calls between agents and customers.

• CSAT Score

Measure the satisfaction of your customers feed this back to your reps.

• Open cases

Ensure that you never forget about unresolved or open customer support cases.

• Average Wait Time

This metric tracks how long the average customer has to wait until getting through to an agent.

• Average Duration/ Handling Time

The average time it takes for agents to handle a customer interaction. This can apply to phone calls, online chats and social media.

• Agent Status

Make sure that your service levels are up to scratch.

• Average resolution time

The average time it takes agents to resolve a customer case.