---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Workforce Optimization for Customer Service manager workspace landing page

# Workforce Optimization for Customer Service manager workspace landing page {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.
Figura 1. Home tab  
Figura 1. Manager Workspace landing page

## End user and roles {#wfo-cs-manager-landing-page-new__section_upb_qj4_2fb}

{#wfo-cs-manager-landing-page-new__table_img_p3m_xcc__entry__2}

| 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. {#wfo-cs-manager-landing-page-new__ul_jmg_p3m_xcc} | sn_mgr_workspace.manager |
[Tabela 1. User goals and roles]

{#wfo-cs-manager-landing-page-new__table_img_p3m_xcc}

## Use case {#wfo-cs-manager-landing-page-new__section_rbl_gjm_xcc}

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 {#wfo-cs-manager-landing-page-new__section_t5q_fl4_2fb}

{#wfo-cs-manager-landing-page-new__table_ywh_5jm_xcc__entry__3}

| 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. |
[Tabela 2. Home tab KPIs]

{#wfo-cs-manager-landing-page-new__table_ywh_5jm_xcc}