---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Workforce Optimization for Customer Service manager workspace landing page

# Workforce Optimization for Customer Service manager workspace landing page {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.
Figure 1. Home tab  
Figure 1. Manager Workspace landing page

## End user and roles {#wfo-cs-manager-landing-page-new__section_upb_qj4_2fb}

{#wfo-cs-manager-landing-page-new__table_img_p3m_xcc__entry__2}

| End user and goal | Required role |
|-|-|
| As a workspace manager, you can: * Act on alerts requesting help, overdue training tasks, and time-off requests from the team. * Review customer satisfaction (CSAT) metrics to evaluate the performance of your team. * Monitor ongoing cases and interaction volumes to verify effective progress tracking. * Assess agents' availability, productivity, and key skills to optimize resource allocation and support targeted training. {#wfo-cs-manager-landing-page-new__ul_jmg_p3m_xcc} | sn_mgr_workspace.manager |
[Table 1. User goals and roles]

{#wfo-cs-manager-landing-page-new__table_img_p3m_xcc}

## Use case {#wfo-cs-manager-landing-page-new__section_rbl_gjm_xcc}

Monitor your agent's work at the start of your day, act on urgent alerts, assess key performance areas, review ongoing tasks, and evaluate each agent's performance.

## Data visualizations {#wfo-cs-manager-landing-page-new__section_t5q_fl4_2fb}

{#wfo-cs-manager-landing-page-new__table_ywh_5jm_xcc__entry__3}

| Title | Type | Description |
|-|-|-|
| Help Requested | Alert card | Notifications for assistance needed.​ |
| Overdue learnings​ | Alert card | Overdue training items. |
| Time off requests | Alert card | Requests from agents for time off.​ |
| Shift swap requests | Alert card | Shift swap requests by agents. |
| CSAT (Past 1 hr) | Gauge | Customer satisfaction score. |
| Interaction service level (Past 1 hr) | Single score | Adherence to target response time. |
| Average wait time (Past 1 hr)​ | Single score | Average duration customers wait for a response. |
| Volume by channel | Line | Analysis of workload across different communication channels.​ |
| Today's work status | Donut | Current status of tasks and responsibilities. |
| Open P1 cases | Table list | List of high-priority cases that require immediate attention. |
| Agent presence status | Donut | Current availability of agents. |
| Average agent utilization | Bar | How effectively agents time is being used. |
| Top skills in 24 hrs | Bar | Highlights of agent skills in demand. |
| Team's performance | Presentation list | Assessment of individual agent effectiveness using key metrics like Adherence and CSAT. |
[Table 2. Home tab KPIs]

{#wfo-cs-manager-landing-page-new__table_ywh_5jm_xcc}
**Related concepts**   

* [Manager Workspace landing page](https://www.servicenow.com/docs/iMt5XLW5rFVPmfBxAMAHGw "The Manager Workspace landing page provides managers with real-time alerts and key metrics that reflect the overall health and performance of the organization. By consolidating work and resource management data, managers can effectively oversee team performance, optimize agent utilization, and drive continuous improvement.")