About reporting in Customer Service Management
Reporting in Customer Service Management helps you understand how your support operations are performing at different levels so you can easily identify opportunities for improvements. There are three main types of reporting available – you can get insights across all of your projects and customer experiences, within individual projects, or specifically for your AI-powered customer service agents.
Customer service overview dashboard
The Customer service overview dashboard gives support managers a high-level view of all customer service activities. It's designed to monitor trends and performance across multiple customer experiences and projects.
You can find the dashboard under Dashboards in your sidebar.
Charts on the dashboard
The dashboard includes several charts and a summary table, each providing a different perspective on your customer service operations:
AI agent conversations – the total number of conversations handled by your AI agents.
Resolved work items – the total number of resolved work items, categorized as Done.
Unresolved work items – the total number of unresolved work items, broken down by status.
Total work items – the total number of work items, with a breakdown by status.
Work items created – the number of work items created by date, helping you spot trends in incoming requests.
Full resolution time median – the median time to resolution for work items by date.
Unsolved work items – a daily breakdown of unresolved work items, with columns for In progress, and To do.
Project reporting
Project reporting gives you insights into the performance of individual support teams. Each project includes a set of default reports, such as workload, customer satisfaction, requests deflected, and requests resolved. You can also create custom reports to track specific goals or metrics.
Read more about project reporting.
Customer service agent reporting
Customer service agent reporting helps you monitor how your AI customer service agent is performing and how effectively they’re supporting your customers. Each customer service agent includes charts for the number of conversations, AI containment (the percentage of conversations resolved without human intervention), resolution rate, and message feedback from customers.
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