Workforce Optimization for ITSM Channels landing page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Workforce Optimization for ITSM Channels Landing Page

    The Workforce Optimization for ITSM Channels landing page facilitates the management of incident queues and chat status while enabling performance monitoring and work assignment oversight from a single location. This tool is essential for channel managers and admins in streamlining incident management and team performance analysis.

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    Key Features

    • Real-time Data Analysis: Channel managers can review critical metrics, including the number of critical priority incidents, breached SLAs, unassigned incidents, and ongoing chats.
    • Custom Landing Pages: Admins can create or customize landing pages, managing the order of display based on precedence.
    • Performance Monitoring: Managers can track team performance indicators, including incidents closed weekly and agent distribution across assignments.
    • Data Visualizations: Provides various visual metrics such as the number of open critical incidents, unassigned incidents, breached SLAs, and agent availability.

    Key Outcomes

    By utilizing the Channels landing page, channel managers can effectively monitor SLA compliance, incident priority, and team workload, enhancing operational efficiency. The ability to drill down into reports allows for detailed analysis, leading to informed decision-making and improved service delivery.

    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.

    Channels Landing Page

    End user and roles

    As an admin, you can create or customize landing pages for the channel manager. For more information, see Creating custom landing pages for workspaces. If you have multiple landing pages, you can set the order for the landing pages. The lower the order, the higher the precedence in displaying the pages.

    End user and goal Required role
    As a channel manager, you can:
    • Analyze real-time data such as:
      • The number of incidents with critical priority, breached SLAs, escalated or unassigned incidents.
      • The number of chats that are in progress or with requests for help.
      • Agent distribution across work assignments, work items awaiting to be assigned, and number of agents available.
      • The performance of your team.
    • Drill down into each report or analytics to get more data.
    		 sn_channel_mgmt.user

    Use cases

    As a channel manager, you can monitor key information such as the number of SLAs that have been breached, how many open incidents have critical priority, and how many work items are waiting to be assigned from one location.

    Performance Analytics Indicator

    Incidents closed this week: The number of incidents closed during the current week.

    Breakdowns

    • Assigned to
    • Assignment group

    Data visualizations

    Title Type Source table or database view Description
    Open Critical Single scoreSingle score Incident [incident] Number of open incidents with critical priority.
    Unassigned Single scoreSingle score Incident [incident] Number of open incidents that have not been assigned.
    Escalated Single scoreSingle score Incident [incident] Number of open incidents that have been escalated.
    SLAs breached Single scoreSingle score Task SLA [task_sla] Number of open incidents with Service Level Agreements that have been breached.
    Updated > 7 days Single scoreSingle score Incident [incident] Number of open incidents that have not been updated in the last 7 days.
    Open for 30 days Single scoreSingle score Incident [incident] Number of incidents that have not been updated in the last 30 days.
    In-progress chats Single scoreSingle score Number of open interactions where agents are currently on a chat with customers resolving issues.
    Help requested Single scoreSingle score Number of current open interactions where agents are requesting help from a manager while on a chat with customers to resolve issues.
    Agent distribution Bar chartBar chart Presence States [awa_presence_state] The current presence status of agents distributed on work assignments.
    Waiting work items Single scoreSingle score Number of work items that are currently waiting to be assigned.
    Available agents Single scoreSingle score Number of agents currently available to work on work items.
    Total open incidents Bar chartBar chart Total number of incidents that are in various workflow states and have not been closed.