---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu 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}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.
Figure 1. Home tab

## End user and roles {#wfo-cs-manager-landing-page__section_upb_qj4_2fb}

{#wfo-cs-manager-landing-page__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| As a workspace manager, you can: * Analyze the cases your team is currently working on or cases that have not yet been assigned. * Monitor cases with SLAs that have been breached, escalated, or the ones not been open since 30 days. * Track team's work, chats, and work assignments to analyze the performance of your whole organization. {#wfo-cs-manager-landing-page__ul_ev2_rfp_kmb} | sn_mgr_workspace.manager |
[Table 1. User goals and roles]

{#wfo-cs-manager-landing-page__table_ov2_tj4_2fb}

## Use case {#wfo-cs-manager-landing-page__section_urz_yj4_2fb}

Monitor your agent's work when you start your day, view reports that need your attention, and
navigate to the cases on which you want to take
action.

## Indicators {#wfo-cs-manager-landing-page__section_nm4_hk4_2fb}

Cases closed
:   Number of closed
    cases.

Chats completed
:   Number of chats
    completed.

## Breakdowns {#wfo-cs-manager-landing-page__section_yfw_qk4_2fb}

Assignment Group.

## Data visualizations {#wfo-cs-manager-landing-page__section_t5q_fl4_2fb}

{#wfo-cs-manager-landing-page__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Open Cases By State​ | Single score | Number of open cases based on the state such as new, on-hold, queued, work in progress, and pending accept.​ |
| Critical Open Cases​ | Single score | Top priority cases. |
| Unassigned Cases​ | Single score | Cases not assigned to agents.​ |
| Escalated Cases​ | Single score | Cases that are escalated to other agents. |
| SLA Breached​ | Single score | Cases that breached the service level agreement of your business.​ |
| Open Cases not updated for 7 days​ | Single score | Cases that are not updated for the last 7 days.​ |
| Open Cases older than 30 days​ | Single score | Cases that are in open state for the last 30 days.​ |
| In-Progress Chats​ | Single score | Number of chats that are in progress with agents​ |
| Help requested interactions​ | Single score | Number of work items that requested help from manager​ |
| Agent Distribution by Presence State​ | Horizontal Bar | Current status of agents distributed on work assignments (Available, Lunch, and Offline)​. |
| Waiting Work Items​ | Single score | Number of work items in waiting state​. |
| Available Agents​ | Single score | Number of available agents​. |
| Total open cases | Horizontal Bar | Number of cases categorized by state such as new, resolved, awaiting info, and open cases. |
[Table 2. Home tab KPIs]

{#wfo-cs-manager-landing-page__table_xvt_hl4_2fb}