---
schema_version: "1"
id: 338bbbb9a6430f34ef171bb61ac3f5aa20617f852aba99cf242312a74e9d2c90
title: Case Analytics Dashboards for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_analytics_case_analytics_dashboards.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_dashboards.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 07fcb0243db69b2643bcb4d632b2a7110716dc5324fd2a2e73b28ee393367e51
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Case Analytics Dashboards for IT Services

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

- **[Case CSAT Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_case_csat_dashboard.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_overall_analysis_dashboard.htm&release=264.0.0&type=5)**  
    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.