---
title: Workforce Optimization for Customer Service manager workspace landing page
description: Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/wfo-cs-manager-landing-page-new.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Workforce Optimization for Customer Service reference, Reference, Customer Service Management]
---

# Workforce Optimization for Customer Service manager workspace landing page

Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.

\[Omitted image "manager-workspace-landing-page.png"\] Alt text: Manager Workspace landing page and widgets

## End user and roles

<table id="table_img_p3m_xcc"><thead><tr><th>

End user and goal

</th><th>

Required role

</th></tr></thead><tbody><tr><td>

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.

</td><td>

sn\_mgr\_workspace.manager

</td></tr></tbody>
</table>## Use case

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

|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.|

**Related topics**  


[Create Manager Workspace Landing Page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-configurable-csm-landing-page.md)

[Use sentiment analysis dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/use-sentiment-analysis-dashboard.md)

[Manager Workspace landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-configurable-manager-workspace-dashboards-new.md)