What is the CSM Performance Report?
đ¤ Managers and Technical Admins have access to this report in Hook.
Hook's agents surface signals and recommend actions continuously. But knowing what your agents produced is only half the picture. The harder question is: what did your team actually do with it?
That's what the CSM Performance Report answers. It measures CSM activity in Hook - action completions, signal dismissals, and signal closures carried out by a team member.
đĄ Signals and actions dismissed by AI agents are included in the report and attributed to the owner of the signal.
The report answers three questions:
Is my team working the actions they've been given? How many actions are completed, dismissed, or still to do â and how quickly.
Are they actioning the signals raised on their accounts? How many signals were closed by a person, and how long they sat first.
Is engagement moving in the right direction? How engagement levels across the book of business have shifted month on month.
Find an overview of your organisation, customers and ARR at the top of the report. This includes:
Customers managed
ARR managed
Active signals by type
Renewals in the next 3 months
CSM performance report in Hook
Related Article: Reporting on Agents and Actions
Example use cases for CSM performance report
Weekly check that actions across the team are being worked
Reviewing an individual team member's action completion and dismissal rates
Spotting a team where actions are consistently sitting untouched
Tracking whether engagement levels are improving over time
Preparing for a 1:1 or QBR with evidence of activity rather than anecdote
Why it matters
Separate signal from noise. Because agent activity is excluded, you're looking at what your team chose to do - not what the system handled automatically. That distinction matters when you're assessing team performance.
Catch problems before they compound. Average time to dismiss tells you whether actions are sitting untouched before anyone makes a call on them. A long average is a sign of a backlog problem.
Replace anecdote with evidence. Engagement level trends and action completion rates give you something concrete to bring into 1:1s and QBRs, rather than relying on memory or gut feel.
See the whole team or individuals. Filter by manager to see combined data for a whole team, or by team member to review an individual's numbers â without switching between multiple views.
Using the Report
Find the CSM report by going to Reports > CSM performance
Step 1: Apply your filters
The filters sit at the top of the report and apply to every chart and metric on the page.
Team member: Narrows the report to one person. All members of your organisation appear in this list, whether or not they currently own accounts. If a team member has no accounts assigned, their charts will be empty.
Manager: Shows combined data for everyone a manager manages. Only users who manage at least one person appear in this dropdown - a Manager role without direct reports won't be listed.
Related Article: Member Admin and Permissions
Filters for Team member and Manager are global so individual panels can't be filtered separately.
Step 2: Review actions
An action is a single recommended task sitting in a team member's Actions panel -send an email, book a call, escalate internally. Only the human response is measured here.
Actions by assignee can be filtered by time period.
Actions report as part of the CSM performance report
The breakdown chart shows the proportion of actions that are to do, completed, and dismissed as things stand today.
Metric | What it tells you |
Currently active | Live count of actions that exist but haven't been completed or dismissed. A snapshot of right now. |
Completed | Actions marked complete by a team member. |
Dismissed | Actions dismissed by a team member. This includes actions dismissed by AI agents. |
Avg time to complete | Average time between an action being created and a team member completing it. |
Total open actions now | Total number of actions that have not yet been reviewed (not completed and not dismissed) |
Step 3: Review signals
This section shows how your team is responding to the signals raised on their accounts. Signals closed automatically by an agent are not counted.
Unassigned signals are signals created by agents without an owner.
Signals by owner can be filtered by time period.
Hover over any bar or segment to see the underlying number
Metric | What it tells you |
Signals closed | Signals closed by a team member in the period. |
Signal states over time | How open and closed signals have moved across the period. |
Active signals by type | The current spread of open signals across signal types â so you can see what's dominating your team's attention. |
Total active signals | Total number of signals accepted and currently being worked on by the team |
Avg time to close for signals in the last 30 days | The average time (in days) to close (clear) an active signal. The average is calculated over the last 30 days |
Step 4: Review Engagement Levels
This section tracks how Engagement Levels across the filtered book of business have changed over time.
Engagement levels over time can be filtered by time period.
Engagement Levels changes in the CSM performance report
Engagement level is calculated monthly. A customer's Engagement Level can change more than once inside a month, so the graph looks at the Engagement Level of customers on the first day of the corresponding month.
Metric | What it tells you |
Engagement levels over time | The number of customers at each engagement level, month by month. |
đĄ Organisations without an Engagement Level will not see this graph.
â Frequently Asked Questions
Does this report include actions and signals handled by AI agents?
The CSM Performance Report measures all activity associated with signals. If an agent dismisses a signal or dismisses an action, this will be included in an individual's metrics for signals where they are the owner. To report on agent output only, use the Agent Report instead.
Are signals dismissed by AI agents included in this report?
Signals dismissed by AI agents are included in the report, but are attributed to the CSM who owns the signal.
Why are there unassigned signals in reports?
Unassigned signals are signals created by an agent without an owner. For Echo signals, this can be updated by setting the owner according to role in Agent configuration settings. Find out more here.
What's the difference between CSM performance report and Agent Reporting?
They measure two halves of the same workflow. Agent Reporting shows the individual performance of each agent and the outputs produced and whether accounts reached their goal. CSM Performance shows what your team did with the outputs across all agents. Both reports may share some metric names - for example, avg time to complete - but the underlying use case is different.
Can a CSM see their own performance, or is this manager-only?
Anyone who is a Manger or Technical Admin can access the CSM performance report. Find out how to update access permissions here.
Can I filter the report to just my own customers?
The filters are built around Team member and Manager, so an individual can select themselves to see their own data. There isn't a per-customer filter on this report - for account-level detail, go to the account record.
Can I click into a chart to see which customers are behind a number?
Not yet. Panels are hover-to-see-the-value for now. The ability to open a panel and inspect the underlying accounts in a table is coming soon..
Can I export the CSM Performance Report?
Not yet - the report is view-only in Hook. If exporting to CSV or your BI tool would be useful, send your use case to [email protected].