CSM Walk-up Experience dashboard
As a service manager you can see key metric reports for walk-up interactions which helps in monitoring the performance of agents and service locations.
Access the dashboard by navigating to All > Platform Analytics > Library > Dashboards. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files and attach them to emails or include in reporting presentations. All graphs can be refreshed for the latest data. The following screen is an example of how the dashboard appears.
CSM Walk-up Experience dashboard. For descriptions of the reports included on this dashboard, see the Reports section that follows.
| End user and goal | Required role |
|---|---|
| Customer service administrator: Can edit the dashboard and manage users, groups, and roles for the dashboard. | admin |
| Walk-up Experience administrator: Can view the dashboard and manage users, groups, and roles for the dashboard. | sn_csm_walkup.walkup_admin |
| Walk-up Experience manager: Can track the number of walk-ups, walk-up interactions with cases, average service and wait time and so on. | sn_csm_walkup.walkup_manager |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Completed Walk-ups for the Quarter |
Single score report.|Total number of records created during the fiscal business quarter. Volume shown as a single score.|
|Exit Survey CSAT for this Year|
Semi donut report.|Speedometer showing the average customer satisfaction sentiment \(1 to 3\) during the exit survey for the current calendar year.|
|Overall CSAT within Last Year|
Semi donut report.|Speedometer showing the average customer satisfaction sentiment \(1 to 5\) captured by the email survey within the last year \(364 days from current date\).|
|Walk-ups by Location within Last Year|
Spline report.|Total number of walk-up interactions, by location within the last year \(364 days from current date\). Volume shown as a spline distributed by month.|
|Walk-up Interactions with Cases by Location within Last Year|
Line report.|Total number of walk-up cases, by location within the last year \(364 days from current date\). Volume shown as a spline distributed by month.|
|Walk-up Reasons by Location within Last Year|
Bar report.|Reasons for visiting the walk-up queue, by location within the last year \(364 days from current date\). Data shown as a bar chart.|
|Walk-ups by Day of the Week|
Bar report.|Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart.|
|Walk-ups by Hour|
Bar report.|Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.|
|Average Service Time by Location|
Spline report.|Average time it takes to close an interaction, by location. Time average shown as a spline by month.|
|Average Wait Time by Location|
Bar report.|Average time a walk-up guest waits for service, by location. Data shown as a bar chart.|