Legacy Manager Workspace landing page

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：3分

    • The Manager Workspace landing page displays metrics of the ongoing 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 opdaaen 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.