Manager Workspace landing page
Summarize
Summary of Manager Workspace Landing Page
The Manager Workspace landing page is designed to provide managers with real-time insights into ongoing work, enabling informed decision-making. Starting with the Tokyo release, the Legacy Workforce Optimization will be hidden in new instances but will continue to be supported. For more information, refer to the Deprecation Process article in the Now Support Knowledge Base.
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Key Features
- KPI Metrics:
- Number of cases resolved on first contact
- Number of cases not updated in the last 30 days
- Number of resolved cases re-opened
- Number of escalated open cases
- Work Items:
- Total open cases and their status breakdown (New, Open, Awaiting Info)
- Waiting work items (unassigned cases)
- Help requested from managers
- Agents Overview:
- Total agents with status breakdown (Available, Offline, Break, Away)
- Pending time-off requests
- Pending shift swap requests
- Open Cases Analysis:
- Open cases by backlog and age
- Critical open cases with the option to view all
Key Outcomes
The Manager Workspace landing page equips managers with essential metrics and visualizations to effectively monitor team performance, manage workloads, and address critical cases promptly. By utilizing these features, managers can optimize their team's efficiency and improve customer service outcomes.
The Manager Workspace landing page displays metrics of the on-going work and helps managers to take informed decisions.
Get an overview of the Manager Workspace landing page and also learn on how to configure it using UI Builder as per your business needs.
The landing page provides the real-time data of the current workload and the team performance such as:
- KPIs
- Number of cases resolved on first contact
- Displays the number of cases that were resolved by agents on first contact by the customer.
- Number of cases not updated last 30 days
- Displays the number of cases that have been in the same state for 30 days.
- Number of resolved cases re-opened
- Displays the number of cases that have been re-opened by the customers after they were resolved.
- Number of escalated open cases
- Displays the number of open cases that are escalated by the customer or internally.
Each score card also displays a graph that you can click to further analyze the cases.
- Work Items
- Total open cases
- Displays the total number of open cases. The combo card also displays the break-up of the open cases according to the current status: New, Open, and Awaiting Info.
- Waiting work items
- Displays the number of work items that haven’t been assigned to agents yet.
- Help requested
- Displays the number of interactions where agents need manager’s assistance to close the cases.
- Agents
- Total agents
- Displays the number of agents in the team and the break-up of agents according to current status: Available, Offline, Break, and Away.
- Time-off requests
- Displays the number of time-off requests by the agents that are pending the manager’s approval.
- Shift swap requests
- Displays the number of requests by the agents to swap shifts that are pending the manager’s approval.
- Open cases
- Open case by backlog
- Displays a graph of the open cases and unassigned cases in the last 12 months.
- Open case by age
- Displays the graph of open cases that were created in the last 10-15 days, 15-30 days, and more than 30 days.
You can click the line charts to view the list of cases.
- Critical open cases: Displays the list of open critical cases that were updated least recently. Click View all to view all the critical cases.