Workforce Optimization for Customer Service manager workspace landing page
Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.
Image omitted: manager-workspace-landing-page.png
Manager Workspace landing page and widgets
Manager Workspace landing page and widgets
End user and roles
| End user and goal | Required role |
|---|---|
| As a workspace manager, you can:- Act on alerts requesting help, overdue training tasks, and time-off requests from the team. - Review customer satisfaction \(CSAT\) metrics to evaluate the performance of your team. - Monitor ongoing cases and interaction volumes to verify effective progress tracking. - Assess agents' availability, productivity, and key skills to optimize resource allocation and support targeted training. | sn\_mgr\_workspace.manager |
Use case
Monitor your agent's work at the start of your day, act on urgent alerts, assess key performance areas, review ongoing tasks, and evaluate each agent’s performance.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Help Requested | Alert card | Notifications for assistance needed. |
| Overdue learnings | Alert card | Overdue training items. |
| Time off requests | Alert card | Requests from agents for time off. |
| Shift swap requests | Alert card | Shift swap requests by agents. |
| CSAT (Past 1 hr) | Gauge | Customer satisfaction score. |
| Interaction service level (Past 1 hr) | Single score | Adherence to target response time. |
| Average wait time (Past 1 hr) | Single score | Average duration customers wait for a response. |
| Volume by channel | Line | Analysis of workload across different communication channels. |
| Today's work status | Donut | Current status of tasks and responsibilities. |
| Open P1 cases | Table list | List of high-priority cases that require immediate attention. |
| Agent presence status | Donut | Current availability of agents. |
| Average agent utilization | Bar | How effectively agents time is being used. |
| Top skills in 24 hrs | Bar | Highlights of agent skills in demand. |
| Team's performance | Presentation list | Assessment of individual agent effectiveness using key metrics like Adherence and CSAT. |
Related topics
Create Manager Workspace Landing Page