Use the Case Analytics Dashboards to understand and improve case handling. Gain
insights into case volume, resolution times, escalations, and first-contact resolution rates,
empowering various IT employees to make data-driven decisions that enhance customer satisfaction
and operational efficiency.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
- Case CSAT Analysis Dashboard for IT Services
Use the Case CSAT Analysis dashboard to understand customer satisfaction. You can monitor the average case satisfaction score and its trend to gauge overall performance. Analyze case satisfaction by origin and priority to identify key areas for improvement.
- Case Analytics Overall Analysis Dashboard for IT Services
Use the Overall Analysis dashboard to gain crucial insights into your case management efficiency. Analyze total cases, total cases closed, and total escalated cases to understand your workload. Track the average time to close and first-time resolution percentage to measure how well you resolve cases. Review the case volume by origin and the case volume trend line to find patterns and manage resources well.
