Service Dashboard

View strategic service metrics and indicators in real time with interactive and customizable charts.

The Service Dashboard is the platform's data intelligence hub, where managers and coordinators monitor the full performance of the operation.

With visual and interactive charts, you monitor volumes, times, ratings and trends to make data-driven decisions.

How to Access

Access: Service / Digital Service / Services, as shown in Figure 1:

^{Figure 1: Service Dashboard.}

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Available Actions on Charts

Each dashboard chart has a set of actions that allow you to customize the view and export the data. These controls appear in the upper right corner of each chart. See in Figure 2:

^{Figure 2: Actions available on the charts.}

1. Hide Chart

The first icon allows you to temporarily hide the chart from the dashboard view. Useful when you want to focus on other specific indicators without losing the chart configuration.

Click the icon to view the chart again.

2. Maximize Chart

The second icon expands the chart to full screen, allowing more detailed analysis of the data and better visualization of complex information.

3. Filters

The third icon opens the filter panel specific to each chart. Available filters vary according to the chart type (detailed in the following section).

4. Export

The fourth icon allows you to export the chart data in the formats:

• SVG - vector format ideal for presentations and documents.

• PNG - image format for quick sharing.

• CSV - spreadsheet format for additional analysis in Excel or other tools.

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Charts and Their Filters

Below, learn about each chart available on the dashboard and its specific filters:

1. Services by Department

Shows the distribution of services among the different departments of the operation through a pie chart, allowing identification of which areas concentrate the highest demand. See in figure 3:

^{Figure 3: Services by Department.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

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2. Services by Department

Presents the same data as the previous chart, but in a stacked bar format, also showing segmentation by service channel (WhatsApp, Facebook, Telegram, Instagram, Webchat). See in figure 4:

^{Figure 4: Services by Department.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

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3. Services by Channel

Displays the distribution of services among the different communication channels (WhatsApp, Telegram, Instagram, Facebook, Webchat, Telephony), identifying which platforms are most used by customers. See in figure 5:

^{Figure 5: Services by Channel.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

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4. Rate of Rated Services

Shows the daily rate of services that received customer ratings, allowing you to track engagement in satisfaction surveys over time. See in figure 6:

^{Figure 6: Rate of Rated Services.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

• Users - filter by specific agents

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5. Number of Services by Service Group

Presents a pie chart with the percentage distribution of services among the different configured service groups (such as "Help with Profile Update", "Companies or Condominiums", "Negotiate a Debt", "Other matters"). See in figure 7:

^{Figure 7: Number of Services by Service Group.}

Available filters:

• Period - select the start and end date for analysis

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6. Services by Service Group

Displays in bar format the temporal evolution of services segmented by group, allowing identification of trends and demand patterns over the selected period. See in figure 8:

^{Figure 8: Services by Service Group.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

• Status - filter by service status

• Department - filter specific departments

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7. Average Service Time

Shows the daily evolution of the average duration of services, essential for monitoring operational efficiency and identifying days with longer or shorter services. See in figure 9:

^{Figure 9: Average Service Time.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

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8. Average Service Time by Department

Compares the average service time among different departments, allowing identification of areas that need optimization or that handle more complex cases. See in figure 10:

^{Figure 10: Average Service Time by Department.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

• Users - filter by specific agents

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9. Average Waiting Time

Monitors the daily evolution of the average time customers wait in queue before being served, a critical indicator for customer experience and SLA compliance. See in figure 11:

^{Figure 11: Average Waiting Time.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

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10. Average Waiting Time by Department

Compares the average waiting time between departments, helping identify specific bottlenecks and resource redistribution needs. See in figure 12:

^{Figure 12: Average Waiting Time by Department.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

• Users - filter by specific agents

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11. Average Time to Agent's First Response

Tracks how long on average agents take to send the first message after taking a service, an important metric for the customer's perception of responsiveness. See in Figure 13:

^{Figure 13: Average Time to Agent's First Response.}

Available filters:

• Period - select the start and end date for analysis.

• Users - filter by specific agents.

• Department - filter specific departments.

• Goal - set the goal in hours, minutes or seconds for visual comparison.

Attention: a high average time may indicate that the agent has reached their limit of simultaneous services, as we see here.

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12. Average Time of Agent Responses to the Customer

Measures the average time agents take to respond to customers' messages during the service, indicating the agility of communication. See in figure 14:

^{Figure 14: Average Time of Agent Responses to the Customer.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

• Department - filter specific departments

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13. Average Time of Customer Responses to the Agent

Monitors how long on average customers take to respond to agents' messages, useful for identifying engagement patterns. See in figure 15:

^{Figure 15: Average Time of Customer Responses to the Agent.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

• Department - filter specific departments

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14. Average Time of Unfinished Services

Analyzes the average duration of services that were not completed, helping to identify possible issues or cases that require follow-up. See in figure 16:

^{Figure 16: Average Time of Unfinished Services.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

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15. Average Service Time by Specialty Group

Compares the average duration of services among different specialty groups or service categories configured in the operation. See in figure 17:

^{Figure 17: Average Service Time by Specialty Group.}

Available filters:

• Period - select the start and end date for analysis

• Users - filter by specific agents

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16. Tags

Displays the distribution and frequency of tags applied to services, allowing identification of the main contact reasons and most common categories. See in figure 18:

^{Figure 18: Tags.}

Available filters:

• Period - select the start and end date for analysis

• Departments - filter specific departments

• Service Groups - filter by specific service groups

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17. Additional Information

Shows the distribution and frequency of additional information entered by agents during services, complementing tag analysis for a complete view of recorded qualifications. See in figure 19:

^{Figure 19: Additional Information.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

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Use Cases

The Service Dashboard is especially useful for:

• Real-time operation monitoring - tracking key indicators for immediate decision-making about resource allocation.

• Performance analysis by team and department - identifying areas of excellence and opportunities for improvement across different teams.

• SLA and operational goals management - checking whether wait, response and service times are within established agreements.

• Identification of trends and patterns - detecting seasonality, peak hours and changes in demand behavior.

• Strategic shift planning - using historical data to better size the team across different periods and channels.

• Satisfaction and quality analysis - correlating rating rates with other indicators to understand drivers of satisfaction.

• Process optimization - identifying bottlenecks, excessive times and opportunities for automation or flow improvements.

• Management reports and presentations - exporting data and charts for strategic meetings and executive reports.

• Audit and compliance - documenting service metrics for internal audits, certifications or regulatory requirements.

• Analysis of channels and service groups - understanding which channels are most used and which types of requests are most frequent.