ITSM Agent Workspace landing page

Monitor the work assigned to you and the overall performance of incident resolution using Workforce Optimization for ITSM Agent Workspace.

Figure 1. Home tab

End user and roles

End user and goal	Required role
As a workspace agent, you can: Analyze the incidents you are currently working on or incidents that have not yet been assigned. Monitor incidents with SLAs that have been breached or at risk, open P1 incidents, or the ones not been updated in 24 hours. Track the mean time to resolution, first call resolution, and customer satisfaction to analyze the performance of incident resolution.	sn_incident_read, sn_incident_write, itil.

Use case

Monitor your work when you start your day, view reports that need your attention, and navigate to the incidents on which you want to take action.

Indicators

Mean time to resolution

The average time taken to resolve incidents.

First call resolution

Number of incidents resolved the first time it was handled by an agent.

Customer satisfaction

Overall customer satisfaction on incident resolution.

My incidents

A list of incidents that you manage.

Unassigned incidents

A list of incidents that has not been assigned.

Breakdowns

• Priority
• Category
• Assignment Group
• Assigned To

Reports

Title	Type	Description
Open P1 Incidents	Single score ()	Number of open incidents with top priority.
Incidents not updated in 24 hours	Single score ( )	Number of incidents that have not been updated in the last 24 hours.
Incident SLAs Breached	Single score ()	Number of incidents with SLAs that have been breached.
Incident SLAs at Risk	Single score ()	Number of incidents with SLAs that are at risk.