Workforce Optimization for Customer Service manager workspace landing page

  • Release version: Australia
  • Updated March 12, 2026
  • 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
    Manager Workspace landing page and widgets

    End user and roles

    Table 1. User goals and roles
    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.
    		 sn_mgr_workspace.manager

    Use case

    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

    Table 2. Home tab KPIs
    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.