Manager Workspace landing page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Manager Workspace landing page

    The Manager Workspace landing page in ServiceNow Yokohama release offers managers a consolidated view of real-time alerts and key organizational metrics. It centralizes work and resource management data to help managers oversee team performance, optimize agent utilization, and drive continuous improvement in service delivery.

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    Alerts

    The landing page displays critical alerts to help managers respond promptly to team needs and operational issues:

    • Help requested: View and act on agents’ help requests to improve collaboration and issue resolution.
    • Overdue learnings: Identify incomplete training tasks past deadline to address skill gaps.
    • Time off requests: Manage pending employee leave requests for better team planning.
    • Shift swap requests: Approve or reject shift swaps to maintain effective scheduling.

    Key Metrics

    Performance overview

    • CSAT (Past 1hr): Monitor customer satisfaction scores across channels and teams to enhance service quality.
    • Interaction service level (Past 1hr): Track service levels of customer interactions to identify improvement opportunities.
    • Average wait time (Past 1hr): Analyze wait times across channels to optimize response efficiency.

    Work management

    • Volume by channel: Understand interaction volumes segmented by channel to align resources with demand.
    • Today's work status: Monitor ongoing cases and interactions to track progress effectively.
    • Open P1 cases: Highlight active priority 1 cases requiring immediate attention to resolve critical issues.

    Resource management

    • Agent presence status: View agent availability (active, away, offline) to manage workforce engagement.
    • Average agent utilization: Assess agent productivity and balance workloads, with filtering by teams.
    • Top skills in 24 hrs: Identify frequently used skills over the past day to inform training and resource planning.
    • Team's performance: Evaluate individual agents on adherence and CSAT scores to ensure commitments and customer expectations are met.

    The Manager Workspace landing page provides managers with real-time alerts and key metrics that reflect the overall health and performance of the organization. By consolidating work and resource management data, managers can effectively oversee team performance, optimize agent utilization, and drive continuous improvement.

    The Manager Workspace landing page showcases the various available widgets.

    Figure 1. Manager Workspace landing page
    Manager Workspace landing page and widgets

    The landing page provides the real-time data of the current workload and the team performance.

    Table 1. Alerts on the Manager Workspace landing page
    Alert Description
    Help requested View the help requests from agents and act on them. This feature improves visibility into ongoing challenges, facilitating quicker responses to team members and improving collaboration.
    Overdue learnings View the training tasks that remain incomplete past their deadlines. This feature helps you to identify training gaps and verify timely skill development.
    Time off requests List of submitted time-off requests pending for approval. This feature helps in managing employee leave, making it easier to plan and coordinate within your team.
    Shift swap requests Access the submitted shift swap requests to approve, reject, or add comments as needed. Once a request is approved or rejected, it’s removed from the list. This feature enables you to handle shift swap requests effectively.
    Table 2. Key metrics on the Manager Workspace landing page - Performance overview
    Key metrics Description
    CSAT (Past 1hr) Review customer satisfaction (CSAT) scores across various channels, including case, chat', voice and messaging. Additionally, you can filter CSAT by teams. This feature enables you to analyze customer feedback and improve service.
    Interaction service level (Past 1hr) Displays service level of customer interactions. This feature helps identify improvement areas and enhances overall service quality, resulting in increased customer satisfaction.
    Average wait time (Past 1hr) Monitor the average wait time for customer interactions across various channels, including voice, case, chat, and messaging. This feature helps you identify trends and make informed decisions to improve service efficiency.
    Table 3. Key metrics on the Manager Workspace landing page - Work management
    Key metrics Description
    Volume by channel Analyze the volume of interactions segmented by different channels, such as case, chat, voice, and messaging. This feature provides insights into customer engagement trends, helping you assess the resource needs.
    Today's work status Monitor the status of ongoing cases and interactions. This feature enables you to effectively track the progress ongoing work items.
    Open P1 cases Access the active priority 1 (P1) cases that require your immediate attention, listed with the longest-open cases first. Select View All to see all critical cases. This feature enables you to identify and address urgent issues.
    Table 4. Key metrics on the Manager Workspace landing page - Resource management
    Key metrics Description
    Agent presence status Check the current availability of your agents, indicating whether they’re active, away, or offline. This feature helps you to monitor workforce engagement and optimize resource allocation for effective customer support.
    Average agent utilization Track the current average utilization rate of agents to assess how effectively their time is spent on productive tasks. Additionally, you can also filter average utilization by teams. This feature helps you to balance your workload and optimize resource allocation.
    Top skills in 24 hrs View the most frequently utilized skills over the past 24 hours. This feature helps you identify high-demand skills and guide or plan training efforts.
    Team's performance View important metrics for individual team members, including agent adherence percentages and CSAT scores. This feature helps you evaluate each agent's contributions and confirms they meet scheduled commitments and customer expectations.