Workforce Optimization ITSM Manager Workspace components

The configurable ITSM Manager Workspace has roles to administer the workspace, properties to configure default behavior, and indicators to analyze performance.

Roles

Role title [name] Description Contains roles
Manager Workspace User [sn_wfo_cfg_ws.user] Grants read access to the Next Experience UI Builder workspace.
  • workspace_user
  • canvas_user
Manager Workspace Manager [sn_wfo_cfg_ws.manager] Grants read access to primary assignment groups and additional managers. Grants read access to home and list modules.
  • sn_wfo_cfg_ws.user
  • sn_wfo.user
  • sn_wfo_skillreview.manager
Manager Workspace Admin [sn_wfo_cfg_ws.admin] Grants administrative rights to create, read, update, and delete (CRUD) all applications and settings in Manager Workspace.
  • sn_wfo_cfg_ws.manager
  • workspace_admin
  • ui_builder_admin
  • canvas_admin
  • sn_wfo.admin

Indicators

Indicator NameDescription
Closed Incidents Number of incidents closed.
Customer Satisfaction Average customer satisfaction for incidents based on CSAT survey results. This indicator is associated with agent and assignment group breakdowns. It provides the customer satisfaction survey results for each agent and the agent's team.
Quality Provides calculated assessment feedback score.
Average Handling Time (MTTR) Mean time taken to resolve an incident.
First Call Resolution Percentage of incidents resolved on first call.
Trainee Quality Rating Average score, in percentage, of all surveys taken by the coach to assess the trainee.
Incidents triaged by VA The number of incidents automatically created by the Virtual Agent for your team when tasks are deflected. You must have ITSM Virtual Agent Convesations (com.snc.itsm.virtualagent) installed on your system to analyze this KPI.