Workforce Optimization for ITSM Channels landing page

Manage queues and analyze the status of incidents and chats using the Channels landing page. You can also monitor team performance and work assignments from one location.

End user and roles

As an admin, you can create or customize landing pages for the channel manager. For more information, see Creating custom landing pages for workspaces. If you have multiple landing pages, you can set the order for the landing pages. The lower the order, the higher the precedence in displaying the pages.

End user and goal

Required role

As a channel manager, you can: Analyze real-time data such as: The number of incidents with critical priority, breached SLAs, escalated or unassigned incidents. The number of chats that are in progress or with requests for help. Agent distribution across work assignments, work items awaiting to be assigned, and number of agents available. The performance of your team. Drill down into each report or analytics to get more data.

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Use cases

As a channel manager, you can monitor key information such as the number of SLAs that have been breached, how many open incidents have critical priority, and how many work items are waiting to be assigned from one location.

Performance Analytics Indicator

Incidents closed this week: The number of incidents closed during the current week.

Breakdowns

• Assigned to
• Assignment group

Data visualizations

Title	Type	Source table or database view	Description
Open Critical	Single score	Incident [incident]	Number of open incidents with critical priority.
Unassigned	Single score	Incident [incident]	Number of open incidents that have not been assigned.
Escalated	Single score	Incident [incident]	Number of open incidents that have been escalated.
SLAs breached	Single score	Task SLA [task_sla]	Number of open incidents with Service Level Agreements that have been breached.
Updated > 7 days	Single score	Incident [incident]	Number of open incidents that have not been updated in the last 7 days.
Open for 30 days	Single score	Incident [incident]	Number of incidents that have not been updated in the last 30 days.
In-progress chats	Single score		Number of open interactions where agents are currently on a chat with customers resolving issues.
Help requested	Single score		Number of current open interactions where agents are requesting help from a manager while on a chat with customers to resolve issues.
Agent distribution	Bar chart	Presence States [awa_presence_state]	The current presence status of agents distributed on work assignments.
Waiting work items	Single score		Number of work items that are currently waiting to be assigned.
Available agents	Single score		Number of agents currently available to work on work items.
Total open incidents	Bar chart		Total number of incidents that are in various workflow states and have not been closed.