The Supportbench Dashboard is a powerful, customizable interface designed to give customer support teams a real-time, visual representation of critical metrics and operational insights. With a variety of widgets available, the dashboard provides a centralized hub for monitoring team performance, tracking customer sentiment, and optimizing case resolution workflows.
By leveraging data-driven insights, businesses can improve their support efficiency, enhance customer satisfaction, and drive continuous improvement. This article will explore the various widgets available on the Supportbench Dashboard and how they can be used to streamline customer support operations.
A dynamic word cloud displaying the most frequently used keywords and phrases within incoming activities. This helps teams quickly identify trending customer issues and adjust their support strategies accordingly.
Why it matters:
Identifies recurring customer concerns
Highlights trends in support requests
Helps refine knowledge base articles and FAQs
A daily summary of agent interactions, including case resolutions, customer responses, and internal notes. This widget helps managers track productivity and workload distribution within the team.
Provides a clear view of daily agent activity
Helps balance workload distribution
Aids in performance evaluation
Displays the real-time status of agents (e.g., available, busy, on a break), allowing managers to monitor team availability and ensure optimal resource allocation.
Helps with real-time staffing adjustments
Ensures customer inquiries are handled efficiently
Improves team communication
A doughnut chart visualizing the percentage of cases closed within the same day. This metric is essential for evaluating efficiency and first-contact resolution rates.
Measures team efficiency
Helps set realistic SLAs
Reduces backlog and delays
A bar chart that displays the current case distribution by status (open, in progress, pending, closed, etc.), giving teams an overview of workload and priority cases.
Provides quick insights into case flow
Ensures no cases are left unresolved
Helps in resource allocation
A combined chart showing incoming case volume, backlog trends, and customer satisfaction ratings. This provides an overall health check of support operations.
Identifies case spikes and bottlenecks
Tracks customer sentiment trends
Helps in capacity planning
A doughnut chart breaking down case creation by activity type (e.g., email, chat, phone). Understanding where cases originate helps optimize resource allocation and workflow automation.
Identifies primary support channels
Aids in improving automation workflows
Helps prioritize channel investments
A doughnut chart displaying Net Promoter Score (NPS), which measures customer loyalty and likelihood to recommend your services.
Provides a customer sentiment overview
Helps track brand reputation
Aids in customer experience improvements
A doughnut chart that visualizes customer satisfaction (CSAT) scores, helping businesses assess their service quality.
Offers immediate feedback on support performance
Helps identify areas needing improvement
Supports quality assurance initiatives
Displays average first response times and percentages, allowing teams to measure and improve their responsiveness to new inquiries.
Helps improve response efficiency
Ensures SLAs are met consistently
Enhances customer trust and satisfaction
A 14-day log of knowledge base activity, showing article updates, contributions, and views. Helps teams keep content fresh and relevant.
Ensures knowledge base remains up-to-date
Identifies most useful articles
Encourages collaboration among team members
Tracks average case resolution time over the last six months, providing insight into overall case efficiency and team performance.
Identifies bottlenecks in case resolution
Helps set realistic benchmarks
Supports continuous improvement initiatives
A pie chart displaying incoming customer sentiment based on interactions. Helps teams gauge emotional trends and adjust engagement strategies.
Tracks customer emotions in real time
Allows proactive customer service improvements
Reduces negative experiences
A pie chart tracking SLA compliance rates, ensuring cases are being resolved within agreed-upon service levels.
Ensures SLA commitments are met
Reduces customer dissatisfaction
A ranked list of the most frequently reported issues, allowing teams to identify and address recurring customer problems proactively.
Provides insight into common customer pain points
Helps improve self-service and automation
Aids in reducing support requests
Displays the top contributors to knowledge base articles over the last 30 days, recognizing team members who actively enhance knowledge sharing.
Encourages collaboration and contribution
Helps maintain an updated knowledge base
Identifies subject matter experts
Displays the most-viewed knowledge base articles over the last 30 days, helping support teams understand which content is most valuable to customers.
Highlights high-impact articles
Helps refine knowledge management strategies
Encourages the creation of more relevant content
The Supportbench Dashboard is an invaluable tool for support teams looking to optimize their workflows, track key performance indicators, and enhance customer satisfaction. By leveraging customizable widgets, businesses can gain deep insights into support trends, agent performance, and customer sentiment, allowing them to make data-driven decisions that improve overall service quality.
Whether you're monitoring real-time agent activity, tracking customer satisfaction scores, or identifying top support trends, the Supportbench Dashboard provides a centralized, intuitive, and insightful experience for support teams of all sizes.
Start using the Supportbench Dashboard today to transform your customer support operations into a highly efficient, data-driven powerhouse!
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