Workforce Optimization for Customer Service manager workspace landing page

Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.

Figure 1. Home tab

End user and roles

Table 1. User goals and roles

End user and goal	Required role
As a workspace manager, you can: Analyze the cases your team is currently working on or cases that have not yet been assigned. Monitor cases with SLAs that have been breached, escalated, or the ones not been open since 30 days. Track team's work, chats, and work assignments to analyze the performance of your whole organization.	sn_mgr_workspace.manager

Use case

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

Indicators

Cases closed

Number of closed cases.

Chats completed

Number of chats completed.

Breakdowns

Assignment Group.

Data visualizations

Table 2. Home tab KPIs

Title	Type	Description
Open Cases By State​	Single score	Number of open cases based on the state such as new, on-hold, queued, work in progress, and pending accept.​
Critical Open Cases​	Single score	Top priority cases.
Unassigned Cases​	Single score	Cases not assigned to agents.​
Escalated Cases​	Single score	Cases that are escalated to other agents.
SLA Breached​	Single score	Cases that breached the service level agreement of your business.​
Open Cases not updated for 7 days​	Single score	Cases that are not updated for the last 7 days.​
Open Cases older than 30 days​	Single score	Cases that are in open state for the last 30 days.​
In-Progress Chats​	Single score	Number of chats that are in progress with agents​
Help requested interactions​	Single score	Number of work items that requested help from manager​
Agent Distribution by Presence State​	Horizontal Bar	Current status of agents distributed on work assignments (Available, Lunch, and Offline)​.
Waiting Work Items​	Single score	Number of work items in waiting state​.
Available Agents​	Single score	Number of available agents​.
Total open cases	Horizontal Bar	Number of cases categorized by state such as new, resolved, awaiting info, and open cases.