Workforce Optimization for ITSM landing pages

Track and monitor the performance of your organization using the Workforce Optimization for ITSM landing pages. If you are a coach or a channel manager, you can access metrics specific to your application using the Channels or the Quality landing pages respectively.

You can clone an existing landing page and customize it using the Next Experience UI Builder. For more information, see Customize a Workforce Optimization for ITSM page using Next Experience UI Builder.

• Workforce Optimization for ITSM manager landing page
  Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.
• Workforce Optimization for ITSM Channels landing page
  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.
• Workforce Optimization for ITSM Coaching landing page
  Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.