Hello all. I'm just curious if anyone has created any sort of metrics or usage tracking for the Service Operations Workspace and would be willing to share what they did? We just implemented the SOW with our upgrade to Vancouver, albeit in a somewhat limited capacity, and have some ideas/plans for future.
We know the service desk is using the SOW because the customer chat feature now requires them to enter into the chat queue and they also convert their interaction tasks into incidents. But having usage data for other users/teams would be extremely beneficial to see what our next enhancement should be.
My only initial thought for something like this would be to see if we can check what view a user is in when they insert/update an incident. We could track it in a table, and then report on it to see which users/groups are the most active in SOW.
I'd love to hear other's ideas if you are currently doing something like this.
