Open tickets and service demand
What is outstanding right now and how it arrived — the difference between a bad day and a trend.
CX360-One module
Analytics
Most service teams can tell you how the week felt. Fewer can tell you where the time actually went. Analytics reads the record the other modules are already keeping, so an operational decision rests on what happened rather than on impressions.
What the dashboards show
SLA compliance
What was met, what is at risk, and what was breached, against the targets the operation set rather than a generic benchmark.
Channel mix
Where the work is coming from. Staffing a channel that carries a fifth of the volume like it carries half is a decision made without this number.
Satisfaction and resolution trends
How outcomes are moving, not just how many. Volume handled and customers satisfied are different questions with different answers.
The intake pipeline
What is arriving and what it is turning into, so a build-up is visible while it is forming rather than once it is a backlog.
Export
The numbers leave in a form other tools can read, because the board pack is never going to be assembled inside a service platform.
What you see depends on who you are
An agent sees the tickets assigned to them. Supervisors and administrators see organization-wide metrics. The dashboard is scoped by role rather than showing everyone everything and trusting people not to look.
Workspaces separate this further: a customer care team and an internal IT desk running on the same platform do not read each other's numbers unless someone is meant to.
What analytics does not do
It shows the pattern. It does not work the pattern — a chart that goes the wrong way is the beginning of an investigation, not the conclusion of one.
Acting on a recurring cause, recording what was found, and stopping it returning is Problem Management. Analytics is where you notice; that is where you do something about it.
Related modules
Bring the number you cannot get
Book a review session
Start from the question your reporting cannot answer.
Every service operation has one — a figure that takes a day to assemble by hand, or that nobody trusts. Bring it to the review session and we will work out where it would come from.