Agent dashboard

The Agent Dashboard shows reports on cases that are assigned to the agent, excluding archived cases. Agents can use the dashboard to view their case workloads and access relevant cases.

Some charts offer additional detailed reports. You can click one of these charts to view the detailed report. From the detailed report, you can open a case.

This table shows the reports available in the dashboard:

Report Description
My Case Backlog By Priority Shows the number of active and open cases currently assigned to the logged-in agent, grouped by priority.
My Cases Survey Scores Shows each survey that was submitted in relation to the cases that the logged-in user served, including survey scores comments. Agents can compare their scores to averages over the past six months. Employee identities are masked.

Data is expressed as a bar graph that shows the average survey score. Click on a bar to access the report that shows each survey that was submitted on behalf of the agent. To access responses to the questions, click on any score in the list. To view comments, hover over the Comments icon.
My Open Cases SLA
Shows the number of active, open cases currently assigned to the logged-in agent. The list is grouped by these priority types:
  • On Target: 26-100% of the SLA range.
  • At Risk: 1-25% of the SLA range.
  • Missed: The case has passed the SLA Due Date.
Within each priority type, the number of cases that are on target, at risk, and missed are shown.

The SLA range is the difference between the case creation date and the configured SLA due date. This value is measured to the lowest level of granularity set for Topic, Category and Subcategory. For example, the SLA due date for a Subcategory supersedes the SLA due date for the category. The SLA due date for a category supersedes the SLA due date for the topic.
My Case Backlog By Topic Shows the number of active, open cases that are currently assigned to the logged-in agent, grouped by topic.
My Survey Average Past 6 Months For organizations that use surveys. Shows the cases with completed surveys and that are assigned to the logged-in agent.
My First Contact Resolution

Shows the percentage and number of closed, non-archived cases that meet these conditions:

  • Assigned to the logged-in agent
  • Resolved at first contact in accordance with the policy of the organization

Results are categorized as Yes, No, and Undefined.

Yes indicates cases that were resolved at first contact. No indicates cases that were not resolved at first contact. Undefined refers to resolved cases where the First Contact Resolution setting was not used. Undefined happens when an employee closes a case using a self-service module, or when an agent closed the case using the Active Cases report's bulk close feature.

You can view the number of cases, instead of percentage, by moving the mouse over a pie chart segment.
Requested Chats By Service Group This report organizes the number of requested chats by service group. Only service groups that are relevant to the agent are shown.
Requested Chats By Topic This report organizes the number of requested chats by topic. Only topics that are relevant to the agent are shown.
My Chat Acceptance Rate This report shows the percentage of chats that were available to the agent that the agent accepted.

If configured by a CMsetup administrator, agents can view multiple charts in their dashboard and access detailed reports directly from the Multi-Chart Dashboard view. By selecting any section of a configured chart, the corresponding report opens to the right of the dashboard tabs.

See General dashboard functions and Personalizing charts in dashboards.