0
1.0.1
Australia
Standalone Application
CSM Manager Dashboard delivers actionable operational and AI-driven insights directly within the CSM/FSM Workspace experience.
This release decouples the Manager Dashboard from the Enterprise-only Workforce Optimization bundle and modularizes it for broader availability across Pro and Pro+ SKUs.
Previously restricted to Enterprise customers, the Manager Dashboard is now delivered as a reusable, UI Builder–based component embedded within CSM/FSM Workspace. The architecture enables entitlement-based access, dynamic widget rendering, and scalable enhancements aligned with Channel Management and Omnichannel Engagement strategies.
With this release:
- Pro customers gain access to core operational and performance metrics within Workspace.
- Pro+ customers unlock advanced AI-driven widgets such as Sentiment Analysis, Trending Topics, and Auto QA.
- Enterprise customers retain full capabilities.
This modular approach ensures consistent packaging, scalable enhancements, and upgrade-safe deployment while expanding access to manager-level insights.
- Embedded Manager Dashboard in CSM/FSM Workspace
- Decoupled from WFO Enterprise bundle
- Tier-based access (Pro, Pro+, or Enterprise)
- UI Builder–based reusable components
- Core operational metrics for managers
- Dynamic widget visibility based on entitlement
- Consistent Workspace user experience
Minor bug fixes
- Supported ServiceNow family release aligned with Store certification baseline
- CSM Workspace enabled
- FSM Workspace enabled (if applicable)
- UI Builder enabled
- Appropriate SKU entitlement (Pro, Pro+, or Enterprise)
- Entitlement mapping configured for tier-based access
- AI services enabled for advanced widgets (Pro+)