Workforce Optimization for ITSM Channels landing page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Workforce Optimization for ITSM Channels landing page

    The Workforce Optimization for ITSM Channels landing page provides channel managers with a centralized interface to manage and monitor incidents, chats, and team performance. It enables real-time analysis of queues and work assignments, helping managers efficiently oversee key ITSM activities from one location.

    Show full answer Show less

    Key Features

    • Real-time data analytics: View critical metrics such as the number of high-priority incidents, breached SLAs, escalated or unassigned incidents, and ongoing chats requiring support.
    • Team performance monitoring: Track agent availability, presence status, distribution across assignments, and workload to optimize resource allocation.
    • Drill-down capabilities: Access detailed reports and analytics for deeper insights into each performance indicator.
    • Customizable landing pages: Administrators can create or customize landing pages tailored for channel managers, including setting display order when multiple pages exist.

    Key Outcomes

    • Improved visibility into incident and chat management, enabling faster response to critical issues.
    • Enhanced ability to identify SLA breaches and escalations, supporting proactive resolution.
    • Streamlined work assignment oversight by monitoring unassigned work items and agent availability.
    • Comprehensive performance metrics such as incidents closed weekly, open incidents by priority, and agent presence status ensure effective team management.

    Roles and Requirements

    The landing page is designed for channel managers who hold the snchannelmgmt.user role, allowing them to analyze operational data and manage workload efficiently.

    Performance Analytics Indicators

    Key indicators include:

    • Open Critical Incidents: Number of open incidents with critical priority.
    • Unassigned Incidents: Incidents without an assigned owner.
    • Escalated Incidents: Incidents that have been escalated for higher-level attention.
    • SLAs Breached: Incidents where service level agreements have not been met.
    • Incidents Not Updated: Incidents not updated in the last 7 or 30 days, highlighting potential stagnation.
    • In-progress Chats and Help Requests: Monitoring ongoing interactions and requests for managerial assistance during chats.
    • Agent Distribution and Availability: Visual bar charts showing agent presence states and availability for work assignments.
    • Waiting Work Items: Number of tasks waiting to be assigned, enabling workload balancing.

    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.