Building a useful Customer Service dashboard is a bit of an art.
It may be relatively straightforward to create the first iteration of a dashboard, but using the real estate on your dashboard to powerfully tell a story about your team’s performance requires discipline, knowledge of what the dashboard’s audience will find useful, and some trial and error.
Getting it right is worth it though.
Teams that take the time to really think about what’s on their dashboard report faster response times, improved agent motivation and more data-centric conversations.
To help anyone who’s looking to build a great customer service dashboard for their team, we’ve put together five customer service dashboard examples to draw inspiration from and hopefully spark some ideas.
The ‘Customer service overview’ dashboard
Having an ‘overview’ dashboard is useful in several ways. Its primary purpose is to give a customer service team a high-level overview of the most important top-line metrics that the team’s success is judged on. No more, no less.
The main benefit of this sort of dashboard is to give support agents a quick, glanceable way to see how the team as a whole is performing throughout the day, using data directly pulled from Zendesk or another ticketing system. An overview like this is also extremely useful to display in areas where other teams or upper management might catch a glance (in a corridor or next to a watercooler for example) – a great way to showcase a CS team’s hard work and to spark inter-team conversations.
The sorts of customer service metrics that make sense on this type of high-level dashboard include Customer Satisfaction (CSAT), First Response Time, and aggregated ticket metrics like the number of Tickets by Status and Tickets Created Vs Tickets Solved. Different emphasis can be given to specific metrics depending on what the department or company as a whole is working on at that time, but avoid going too specific if you intend to display this dashboard in a location that could draw attention from other teams.
The ‘Customer Service Team’ dashboard
While the ‘overview’ dashboard gives a customer service team (and anybody else in the business) a high-level summary of how the team is doing at any given time, a team-facing dashboard can be much more focused on information that team members want or need in order to raise their own performance.
High-level, laggy metrics like CSAT can have a role in this dashboard to give some added context, but it’s metrics such as first response time and number of unsolved tickets that can directly trigger action and tend to get more performance out of the team. These might not be so obvious to start with, and are likely to be very specific to your business, so getting feedback from the team on what’s useful to see is paramount.
“It helps to imagine the dashboard as valuable real estate. If every metric you add is going to cost you a hundred bucks, which ones would you put up? Having this in your mind will make you much more selective.”
Alejandro Perez, CEO, Komet Sales in ‘Build Better Dashboards By Iterating’
The ‘Individual Agent’ dashboard
Team-level dashboards are great for giving team members insight into how their performance compares to others, but breaking metrics down even further to the individual level is a great way for an agent to see the impact of their work and monitor more detailed information that’s perhaps not relevant to the rest of the team.
If resources allow, creating individual dashboards for each agent (or giving them a brief to create their own) provides them with a personalised view of the metrics they’re responsible for.
The ‘Help Center’ dashboard
The self-serve model of providing support has become more and more popular over the past few years, with some businesses processing the majority of their support interactions through a help centre or knowledge base. In these cases, monitoring and optimizing the performance of your product’s help centre is just as important as that of an agent.
A help centre dashboard like this can help teams zone in on which articles are most popular at any given time (useful for pinpointing any issues currently unfolding), engagement metrics such as bounce rate and time on page, and how many interactions it takes for a visitor to find what they’re looking for.
This example uses data from Google Analytics to provide a live summary of help centre traffic alongside ticket metrics from Zendesk for an overview across multiple channels.
The ‘Call Centre’ dashboard
Teams who provide support over the phone generally need to monitor slightly different metrics on their dashboards to teams who deal solely with tickets. Spotting issues before they take hold and identifying bottlenecks in the team’s performance is critical to make sure a team is able to deliver the best support possible. This example highlights live metrics like current calls, callbacks waiting, calls accepted by each agent and average wait time, all pulled from Zendesk Talk.
On first inspection this seems to be the most information-rich example of the five. However, rather than being designed to simply reflect a team’s performance back to itself, this example also adds an extra competitive aspect to the mix. A third of the dashboard is assigned to top-level metrics. The remaining two thirds has been split to show metrics for two different teams on one dashboard – one in London, one in Chicago. This can be a great way to spark healthy competition and knowledge sharing between teams and is well worth trying if you have two or more teams with similar goals.
Hopefully these example customer service dashboards have provided useful inspiration to take into your own dashboards!
Want to take things further? Check out the resources to help you build even better customer service dashboards!