The Customer Visible Dashboard provides clear visibility into customer support cases, surveys, metrics, service availability, and change requests. It allows users to track status, progress, and performance trends in real-time, promoting transparency and efficient collaboration.
|
Tab / Report Group |
Description / Insights Provided |
|
Support Cases |
Displays all customer support cases raised by respective customer account, including their current status (Open, In Progress, Resolved, Closed). |
|
Support Surveys |
Shows results of post-resolution customer satisfaction surveys and overall support satisfaction score. |
|
Case Metrics |
Summarizes KPIs related to response and resolution times. Helps track overall support efficiency. |
|
Service Availability |
Displays service uptime and availability per customer. |
|
Change Requests |
Lists all change requests, including approval status, progress, and closure details. |
|
Filter Name |
Purpose |
|
Case Created Date |
Filter reports by case creation date. |
|
Resolved Date |
Filter reports by case resolution date. |
|
Report Name |
Description |
|
Active Cases per Priority |
Displays active cases by priority (High, Medium, Low). |
|
Active Cases per State |
Shows active cases by state such as In Progress, Resolved, or Closed. |
|
Cases Created |
Month-on-month trend of created cases. |
|
Cases Resolved |
Month-on-month trend of resolved cases. |
|
All Active Tasks |
List view of all active cases for tracking. |
|
Filter Name |
Purpose |
|
Survey Completion Date |
Filter reports by survey completion date. |
|
Report Name |
Description |
|
Avg. Satisfaction Score |
Displays average satisfaction score (scale 1–6) for the filtered range. |
|
Support Satisfaction Score (Monthly) |
Shows account-wise monthly average CSAT scores. |
|
Count of Support Survey responses |
Displays number of survey responses per customer monthly. |
|
Support Survey Comments |
Shows customer feedback comments and related information. |
|
Filter Name |
Purpose |
|
Case Closed Date |
Filter reports by case closure date. |
|
Report Name |
Description |
|
Service Level Target |
Displays SLA target achievement (True/False). |
|
Average SLO Response Time |
Shows average response time achieved for support cases. |
|
Resolution SLO Compliance |
Displays compliance rate for resolution SLOs. |
|
Average SLO Resolution Time |
Shows average resolution time for support cases. |
|
Support Resolution Time |
Detailed view of SLA/SLO resolution times per case. |
|
Filter Name |
Purpose |
|
Start Date |
Filter reports by start date. |
|
Service Offerings |
Filter by service offerings. |
|
Report Name |
Description |
|
Service Availability |
Displays month-on-month service availability per customer. |
|
Filter Name |
Purpose |
|
Request Created |
Filter reports by request creation date. |
|
Request Closed Date |
Filter by request closure date. |
|
Report Name |
Description |
|
Change Requests Created |
Month-on-month trend of created change requests. |
|
Open Change requests (By Creation Month) |
Shows open change requests grouped by creation month. |
|
Open Change Requests |
Lists all currently open change requests for review. |
|
Backlog |
Shows pending change requests awaiting completion. |
|
Change Requests Closed |
Month-on-month trend of closed change requests. |