Salesforce Customer Service Dashboards
Nov 2015 - May 2017
Ubisoft
Senior Frontline Representative
Built the first wave of Salesforce dashboards used by Ubisoft CS teams to actually visualize the metrics that mattered: CSAT, time to answer, and queue sizes, turning raw operational data into something a floor manager and frontline rep could act on in real time.
Worth noting
A few things I would call out
- Authored Salesforce dashboards visualizing CSAT, time-to-answer, and queue-size metrics.
- Made operational health visible to floor managers and frontline reps in real time.
- Established the dashboard patterns later expanded into worldwide CS reporting.
01 // What was getting in the way
CS teams had access to raw Salesforce data but no tailored dashboards to make queue health, response times, and CSAT visible at a glance, slowing floor-level decisions during high-volume periods.
02 // What I did
I built focused Salesforce dashboards for the people who actually needed the data in the moment: floor managers and frontline reps.
The work was straightforward but important:
- surface the metrics that mattered most such as CSAT, time to answer, and queue size
- design the views for floor-level use rather than generic reporting audiences
- iterate during real shifts based on what actually helped teams make decisions faster
That turned dashboard work into an operational tool instead of a reporting exercise.
03 // What changed
The dashboards enabled:
- faster floor-level decisions on staffing and queue prioritization
- better visibility into service health during high-volume periods
- a dashboard pattern that later scaled into broader Ubisoft CS reporting