Workforce Optimization for ITSM manager landing page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • 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.

    Figure 1. Workforce Optimization for ITSM landing page
    Workforce Optimzation Landing Page

    End user and roles

    End user and goal Required role
    As a workspace manager, you can:
    • Monitor open P1 incidents, SLAs that have been breached, at risk, the ones not been updated in 24 hours, or escalations.
    • Analyze the incidents your team is currently working on or incidents that have not yet been assigned.
    • Track the mean time to resolution, first call resolution, and customer satisfaction based on the assignment group for the desired time period.
    		 sn_wfo_cfg_ws.manager

    Use case

    Monitor your agent's work when you start your day, view reports that need your attention, and navigate to the incidents on which you want to take action. Analyze the performance of a specific team for a desired time period by selecting the team from the Teams list and also the desired date range.

    Indicators

    Mean time to resolution
    The average time taken to resolve incidents.
    First call resolution
    Number of incidents resolved the first time it was handled.
    Customer satisfaction
    Overall customer satisfaction on incident resolution.
    Team Performance
    A list of incidents assigned to the teams managed by the current logged-in user.
    Unassigned incidents
    A list of incidents assigned to groups managed by the current logged-in user that does not have an assignee.

    Breakdowns

    • Priority
    • Category
    • Assignment Group
    • Assigned To

    Data visualizations

    Select a visualization to view details.
    Title Type Description
    Open P1 Incidents Single scoreSingle score Number of open incidents with top priority.
    Incidents not updated in 24 hours Single scoreSingle score Number of incidents that have not been updated in the last 24 hours.
    Incident SLAs Breached Single scoreSingle score Number of incidents with SLAs that have been breached.
    Incident SLAs at Risk Single scoreSingle score Number of incidents with SLAs that are at risk.
    Escalations Single scoreSingle score