Building our customer success metrics dashboard

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Penmaen Software · Building our customer success metrics dashboard

Cerys requested a template for building a customer success metrics dashboard showing first response time, resolution time and backlog. Connor offered a template and Cerys expressed strong interest in seeing it.

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As at Fri 9 Oct 2026

Cerys requested a template for building a customer success metrics dashboard showing first response time, resolution time and backlog. Connor offered a template and Cerys expressed strong interest in seeing it.

Problem: Cerys wants to build an SLA metrics dashboard to align the team on performance metrics. Handling: Connor offered a template from internal examples; Cerys requested it for team alignment. Watch: No final outcome shown (ticket solved 2025-03-06 but last customer message 2025-02-07). Template delivery status unknown.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Updated 9 Oct 26

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First response (min)632

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created · Cerys Llewellyn 6 Feb 2025 13:27
I want to build a dashboard that shows our support team's performance against the SLAs we use: first response time, resolution time, and backlog. I've seen the queries you use internally, so I know the data is there. Can you point me to how I can build this?
Public reply · Connor Webb 6 Feb 2025 23:59
Hi Cerys. Yes, you can absolutely build this. The dashboard builder is under the Growth plan. You'll want to start with the Tickets connector and then use filters for the metrics you've mentioned. I can walk you through it or send over a template we use for similar dashboards.
Public reply · Cerys Llewellyn 7 Feb 2025 14:12
I'd love to see that template. I've been getting questions from the team about which metrics matter most, so seeing an example would help us get aligned before we start building.
Status change · Connor Webb 6 Mar 2025 16:55
Status change · 10 Mar 2025 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

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Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

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