KPI Dashboards for Service Agents and Managers

Two new dashboards have been introduced to display several key performance metrics: one for service requests and the other for agents' performance.

We are introducing two new dashboards - Service Overview and Agent Performance.

1. The SR Overview dashboard will help in identifying patterns and trends in the service requests, allowing for proactive management of operational issues.
2. Agent Performance dashboard will provide managers with detailed information about the workload and throughput of their agents, enabling them to optimize their team's utilization

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The SR Overview dashboard is displayed to users with the View Service Representative Dashboard privilege.  The Agent Performance dashboard is only displayed to users with the View Service Manager Dashboard privilege. 

Access Requirements

View Service Representative Dashboard privilege needed to view the SR Overview dashboard.

View Service Manager Dashboard privilege required to view the Agent Performance dashboard.