Salesforce has revealed a data analytics visualisation app for its Service Cloud which aims to provide insight into the performance of customer service agents and identify ways to improve efficiency.
The Service Wave Analytics app uses analytics powered by the Salesforce Wave platform to provide visualisations of the main performance indicators of customer service agents, such as call handling times, customer satisfaction and if an issue was solved in one call.
Data can be pulled from both Service Cloud and other data sources, such as operational data from customer service systems, call logs, web click and chat history.
Salesforce claims the app can help service team leaders conduct a real-time review of their agents’ performance across a variety of communication channels and against individual customer service cases, and then take action to improve the efficiency and management of cases.
“When insights lead to a decision, service leaders will be able to act instantly,” the company said.
“Service Wave seamlessly connects to Service Cloud workflows and records, so managers can instantly assign a task, escalate a case, update a ticket or share best practices—right within the Service Wave app.”
Pre-configured template allows team leaders to gain a rapid view of their team’s performance against desired measurements. Given the app is cloud-powered it can be accessed on a variety of devices and while on the move.
The app has also been designed to aid customer service agents alongside their managers by providing analytics dashboards that provide visual data on the customer they are solving a query for.
This gives agents access to insightful information provided by Wave that can be used alongside traditional customer data and case history data.
The app can also provide agents with a scorecard so they can measure their individual performance against their peers and, according to Salesforce, allows for best practises to be shared via top performing agents.
As the first analytics app build for Service Cloud, Service Wave Analytics is indicative of a strategy for Salesforce to embed more analytics capabilities into its core cloud products.
Salesforce appears to be on a mission this year to boost its cloud product portfolio having rebuffed its Marketing Cloud service to tap into customer relationship management data, and it recently launched its industry-centric Financial Services Cloud.
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