Care — Unified Analytics preset boards
Use preset boards in the Care module to monitor case volume, backlog, main KPIs, service level agreements (SLAs), and agent performance. You can analyze cases by channel, priority, sentiment, and custom case fields.
Data sources
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Care cases
For a list of widgets included in each board, open the dedicated article for that board.
To learn how to select data sources, date ranges, and board controls, see Unified Analytics - Boards Overview.
Sections
|
Section |
Boards |
What it shows |
Link |
|---|---|---|---|
|
Agents performance |
3 |
Agent activity, availability, efficiency, and workload comparisons. |
|
|
Case management |
3 |
Case backlog, volume, and processing performance. |
|
|
Service level agreement |
1 |
SLA-associated KPIs |