---
schema_version: "1"
id: 43be3d16e967ae6fc41f549092338531355f541ab13283bba19d46bf2f6bfbcd
title: Service Intelligence My Performance Dashboard for Support Reps
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 409e802c6ed286c0df0f585a9b2851ea77a7092d69a9fcae95b9f5309880b61f
description: As a support rep, you can use this dashboard to get a comprehensive view of your caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.
products:
  - Service Cloud
release: "264"
---
# Service Intelligence My Performance Dashboard for Support Reps

As a support rep, you can use this dashboard to get a comprehensive view of your caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Use filters to identify the cases you’d like to review, such as high-priority, most recent, or case origin (1), and review the high-level statistics (2). In the charts, you can see your cases sorted by channel, priority, and status (3), along with incoming cases (4). Understand the average time to close, escalated cases average CSAT and CSAT by channels (5). Lastly, drill into details for work you’re interested in (6).

![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_agents_my_perf.png)

 
| My Performance KPI | CALCULATION |
| --- | --- |
| Total cases | Total number of cases created. |
| Total cases closed | Total number of cases closed. |
| Total escalated cases | The total number of cases escalated. |
| Avg time to first close (Hrs) | The amount of time between when the was case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. |
| Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that re immediately closed upon opening. |
| % First contact resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. |
| Avg CSAT from surveys | The average customer satisfaction scores related to cases. |
| CSAT by Channel | The average customer satisfaction scores related to a specific channel, such as email or voice call. |