Manager Dashboard in Workforce Optimization for CSM
A centralized dashboard providing real-time visibility into team performance, work distribution, and actionable alerts. Manage approvals, track KPIs, and oversee your customer service operations from one location.
Overview
The Manager Dashboard landing page provides real-time data of the current workload and team performance. It gives managers a single, unified view of key KPIs and the ability to take quick actions, all in one place. Alerts and metrics are displayed in order of urgency, with real-time agent performance metrics available at a glance.
The dashboard can be customized using UI Builder based on your business needs. You can clone the existing landing page, add or edit containers and visualizations, track SLAs, monitor performance across channels, ensure proper staffing coverage, and identify top and bottom performers.
Manager Dashboard provides a unified view of alerts, KPIs, agent status, and team performance in one place.
Dashboard Sections
The landing page displays metrics using score cards, donuts, gauges, line charts, and bars. The dashboard is organized into the following sections:
- Help requested
- Overdue learnings
- Time-off requests
- Shift swap requests
- CSAT (Past 7 days)
- Interaction Service Level
- Average Wait Time
- Today's Volume by Channel
- Today's Work Status
- Open P1 Cases
- Agent Presence Status
- Average Agent Utilization
- Top Skills in Last 24 Hours
- Agent Performance Table
- Adherence percentage
- CSAT score by agent
Key Metrics
Measures customer satisfaction score with time-based aggregation. Displays empty state when no data matches filters.
Tracks SLA compliance for interactions. Shows whether interactions are handled within defined service targets.
Donut chart showing agent distribution across states: Offline, Break, Busy, Available. Real-time workforce visibility.
Measures how long customers wait before being served. Critical for identifying congestion and understaffing issues.
Circular KPI showing total number of open items currently in progress. Acts as a real-time workload indicator.
Line chart showing interaction volume trends by channel: Case, Chat, Voice, Messaging. Understand peak hours and adjust staffing.
Actionable Alerts
A horizontal alert bar at the top surfaces items requiring immediate attention. Each alert card shows: case or request title, channel indicator, requester name, and timestamp. One-click access to underlying records helps managers prioritize actions without digging into queues.
View help requests from agents. Click the indicator to view work-in-progress chats where agents have set the Help Requested flag.
Training tasks that remain incomplete past their deadlines. Helps identify training gaps and verify timely skill development.
List of submitted time-off requests pending approval. Helps in managing employee leave and coordinating within your team.
Access submitted shift swap requests to approve, reject, or add comments. Once actioned, requests are removed from the list.
Note: The alerts cards limit can be configured via the sn_csm_wfo_workspa.alerts_cards_limit system property (default: 15).
Implementation
To create and customize a Manager Workspace landing page, follow this process. Role required: sn_mgr_workspace.admin
Before you begin: Create reports and key performance indicators (KPIs) that are required to set up the landing page.
Navigate to Workspace Experience > Administration > Landing Pages. Click CSM Landing Page, then Clone Page.
Fill out the form: Name, Order, Active, Layout, and Available Child Slots fields.
In UX Page Elements, add containers. Then add visualizations (widgets) with reports or PA widgets.
Set the Order field to the minimum value. The landing page with the lowest order becomes the default.
Note: The Clone Page action is available when the application scope is set to CSM Workspace, CSM Manager Workspace, or Workforce Optimization. It is not available in Global scope.
Learning Resources
Roles
sn_mgr_workspace.admin
Manager Workspace Admin: Grants administrative rights to create, read, update, and delete (CRUD) all applications and settings in Manager Workspace
sn_mgr_workspace.manager
Manager Workspace Manager: Grants read access to primary group, additional managers, and the approval button
sn_mgr_workspace.user
Manager Workspace User: Grants read access to home and list modules
Happy implementing. Comment below for questions, additional assets, or to share your Manager Dashboard success stories.
