CSM Agent Workspace landing page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of CSM Agent Workspace Landing Page

    The CSM Agent Workspace landing page serves as a centralized hub for users, providing access to assigned cases, case tasks, and performance metrics related to agents, groups, and organizations. This interface includes components that visually break down case information and connect to relevant data sources.

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    Key Features

    • My High Priority Cases: Displays critical cases such as P1 and escalated cases, with scorecards that allow users to filter and view records.
    • My Cases: Shows current cases needing attention, including those not updated recently or currently open, with options to filter displayed records.
    • My New Cases: Lists newly created cases with essential details such as case number, description, priority, and contact account, enabling quick access to case records.
    • My Team's Cases: Highlights team cases, including unassigned and escalated cases, with filterable scorecards for detailed insights.
    • My Organization's Performance: Tracks organizational metrics like customer satisfaction (CSAT) and the count of new versus closed cases over the past week.

    Key Outcomes

    To enhance the functionality of the CSM Landing Page, users can activate the Performance Analytics - Content Pack for Customer Service Management. This adds performance tracking features and allows for the creation of tailored landing pages through cloning and customization. Users with the appropriate roles can easily modify visualizations and layouts to suit their team's needs.

    The landing page for CSM Agent Workspace provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.

    For CSM Agent Workspace, the CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each visualization is connected to a data source. For example, the My High Priority Cases component includes visualizations for P1 and escalated cases.

    To add Performance Analytics information to the CSM Landing Page, activate the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin (com.snc.pa.customer_service_advanced). This plugin adds a section for My Organization's Performance, which includes analytics for CSAT and New vs Closed Cases.

    Figure 1. CSM Landing Page (with Performance Analytics data)
    Landing page with agent and team case information represented in tiles. For the text description, refer to the CSM Agent Workspace landing page - sections and components table.
    Table 1. CSM Agent Workspace landing page - sections and components
    Section Description
    My High Priority Cases This section includes single score cards that display an agent's most important cases to work on. The score cards for high priority cases include:
    • P1
    • Escalated
    • SLA breached
    Selecting a score card displays a list of records with the appropriate filter conditions.
    My Cases This section includes single score cards that display an agent's current cases:
    • Needs attention
    • Not updated in 5d
    • Open
    • All
    Selecting a score card displays a list of records with the appropriate filter conditions.
    My New Cases This section includes a list of records for new cases. Each case record provides:
    • Case number
    • Short description
    • Priority
    • Contact
    • Account
    Selecting a record opens the case in a new tab.
    My Team's Cases This section includes single score cards that display information on the team's current cases:
    • Unassigned
    • P1
    • Escalated
    • All
    Selecting a score card displays a list of records with the appropriate filter conditions.
    My Organization's Performance This section includes indicators that track the organization's performance.
    • CSAT: Customer satisfaction score for the last 7 days.
    • New vs closed cases: Daily aggregation of new and closed cases for the last 7 days.
    Select an indicator to view a KPI details page.

    Create a landing page for CSM Agent Workspace

    With the CSM Agent Workspace administrator role (workspace_admin) or the system administrator role (admin), you can create landing pages for different agents and teams by cloning the existing CSM Landing Page. After cloning this page, you can add or edit containers, visualizations, and page and container layout.

    For more information, see the detailed steps in Create a CSM Agent Workspace landing page.