---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Manager Workspace landing page

# Manager Workspace landing page {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The Manager Workspace landing page displays metrics of the on-going work and helps
managers to take informed decisions.  
Important:  
Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

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.

<br />

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 open 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.
{#csm-configurable-manager-workspace-dashboards__ul_uvk_nxy_rkb}
**Related concepts**   

* [Manager Workspace landing page](https://www.servicenow.com/docs/RkYsiMTcW0CthkKCWalmaA "The Manager Workspace landing page displays metrics of the on-going work and helps managers to take informed decisions.")  
**Related tasks**   

* [Create a Manager Workspace landing page](https://www.servicenow.com/docs/Gb_sSlvZObET_Nh0C8611A#create-configurable-csm-landing-page "Create a landing page based on your business requirement.")