Workforce Optimization for ITSM Channels landing page
Summarize
Summary of Workforce Optimization for ITSM Channels landing page
The Workforce Optimization for ITSM Channels landing page allows channel managers to manage queues, monitor incident statuses, and analyze team performance from a centralized location. The page can be customized by admins to suit specific needs.
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Key Features
- Real-Time Data Analysis: Channel managers can review critical metrics, including incidents with critical priority, breached SLAs, escalated or unassigned incidents, and ongoing chats.
- Team Performance Monitoring: Users can evaluate agent distribution, work assignments, and the number of available agents in a single view.
- Custom Landing Pages: Admins have the ability to create and organize multiple landing pages according to their priorities.
- Detailed Reporting: Drill down into specifics of each report to gain deeper insights into team performance and incident management.
Key Outcomes
Channel managers can effectively track and optimize service delivery by monitoring key performance indicators such as:
- Open incidents with critical priority and those that have breached SLAs.
- Current statuses of in-progress chats and agent availability.
- Work items that require assignment and overall incident management health.
Using this landing page enhances responsiveness and improves overall service management efficiency.
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.
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:
|
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 score |
Incident [incident] | Number of open incidents with critical priority. |
| Unassigned | Single score |
Incident [incident] | Number of open incidents that have not been assigned. |
| Escalated | Single score |
Incident [incident] | Number of open incidents that have been escalated. |
| SLAs breached | Single score |
Task SLA [task_sla] | Number of open incidents with Service Level Agreements that have been breached. |
| Updated > 7 days | Single score |
Incident [incident] | Number of open incidents that have not been updated in the last 7 days. |
| Open for 30 days | Single score |
Incident [incident] | Number of incidents that have not been updated in the last 30 days. |
| In-progress chats | Single score |
Number of open interactions where agents are currently on a chat with customers resolving issues. | |
| Help requested | Single 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 chart |
Presence States [awa_presence_state] | The current presence status of agents distributed on work assignments. |
| Waiting work items | Single score |
Number of work items that are currently waiting to be assigned. | |
| Available agents | Single score |
Number of agents currently available to work on work items. | |
| Total open incidents | Bar chart |
Total number of incidents that are in various workflow states and have not been closed. |