Workforce Optimization for ITSM Channels landing page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Workforce Optimization for ITSM Channels landing page

    The Workforce Optimization for ITSM Channels landing page provides channel managers with a centralized interface to manage queues, monitor incident and chat statuses, and analyze team performance and work assignments in real time. This enables efficient oversight of ongoing work and helps optimize resource allocation within IT Service Management (ITSM) channels.

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    Key Features

    • Real-time Analytics: View critical insights such as the number of high-priority incidents, breached Service Level Agreements (SLAs), escalated or unassigned incidents, and the status of in-progress chats and help requests.
    • Team and Agent Monitoring: Track agent availability, presence states, distribution across work assignments, and outstanding work items awaiting assignment.
    • Performance Metrics: Assess team productivity through indicators like incidents closed during the current week.
    • Drill-down Capability: Access detailed reports and analytics from summary data to support informed decision-making.
    • Customizable Landing Pages: Administrators can create or tailor landing pages for channel managers and control the display order if multiple pages exist.

    Key Outcomes

    • Channel managers gain a comprehensive view of critical ITSM channel activities, enabling proactive management of incidents and chats.
    • Improved visibility into SLA compliance and incident prioritization helps reduce breaches and escalations.
    • Enhanced team performance monitoring supports optimal assignment of work and timely resolution of issues.
    • Centralized management from a single location streamlines workflow oversight and resource coordination.

    Roles and Access

    The landing page is primarily designed for channel managers with the snchannelmgmt.user role, who are responsible for monitoring and managing ITSM channel operations.

    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.

    Channels Landing Page

    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.
    		 sn_channel_mgmt.user

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