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 spaces and customer experiences, within individual spaces, or specifically for your AI-powered customer service agents.
Dashboards
Dashboards provide a high-level view of customer service activities across your spaces, customer experiences, and live channels. You can find available dashboards under Dashboards in the sidebar.
Customer service overview dashboard
The Customer service overview dashboard gives Jira admins and organization admins a high-level view of all customer service activities. It's designed to monitor trends and performance across multiple customer experiences and spaces.
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.
Customer conversations dashboard
The Customer conversations dashboard helps Jira admins and organization admins monitor real-time demand and staffing for human-handled live chat and voice conversations across customer service spaces.
Global metrics
Chat availability: the number of agents available for chat compared with the total number of agents.
Voice availability: the number of agents available for voice compared with the total number of agents.
Active conversations: current active chat and voice conversations handled by human agents. This metric excludes AI-handled conversations.
Customers waiting: customers who have started a conversation but have not yet been accepted by an agent.
Longest wait time: the current wait duration for the longest-waiting customer. This appears when customers are waiting.
Per-agent metrics
Agent: the support agent represented in the dashboard.
Chat availability: the agent's current chat availability.
Voice availability: the agent's current voice availability.
Active conversations: the number of active chat and voice conversations assigned to the agent.
Availability by space: the spaces where the agent is available.
Per-space metrics
Space: the customer service space associated with the conversation.
Customers waiting: customers waiting for an agent in that space, grouped by channel where applicable.
Active conversations: active chat and voice conversations in the space.
Available agents: agents available to accept conversations in the space.
Longest wait: the current wait duration for the longest-waiting customer in the space. It appears when a customer is waiting.
Active SLA breaches: SLA breach information sourced from Jira and determined by the SLAs configured by the Jira admin for the relevant space.
Space reporting
Space reporting gives you insights into the performance of individual support teams. Each space 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 space 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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