Analytics and insights

---
title: Analytics and insights
description: Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators \(KPIs\) and preconfigured role-based dashboards for monitoring your customer service processes.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/analytics-and-insights.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Explore, Customer Service Management]
---

# Analytics and insights

Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators \(KPIs\) and preconfigured role-based dashboards for monitoring your customer service processes.

## Performance Analytics dashboards

The analytics included in the preconfigured Performance Analytics dashboards enable you to align your organizational goals across all roles, from executive to manager to agent.

You can use the dashboards to provide your customer service managers with deep insights into how they can visualize the data over time. They can also analyze the business processes, and identify areas of improvement. For example, the Customer Service Executive dashboard displays profitability data and support trends by month.

To learn more about the Performance Analytics solutions, see [Customer Service Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/analytics-and-reporting-solutions-for-customer-service/customer-service-content-pack.md).