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Workforce Optimization for CSM Agent Workspace › Workforce Optimization for Customer Service › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Access your profile from CSM Agent Workspace

Track and monitor the real-time status of your work by accessing your profile in CSM Agent Workspace. You can track information such as how many cases and interactions you have closed and how many you are actively working on. You can also view the roles and groups to which you belong and see information about your manager and teammates.

Before you begin

Important: To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the UI Builder. For more information see, Workforce Optimization for Customer Service.

Role required: sn_wfo_csm.employee

About this task

Access your profile to analyze information such as:

  • Key performance indicators that matter most to you.
  • Pending training that has been assigned to you and when they're due.
  • The service channels you are assigned to and their current utilization.
  • Skills and skill levels that you currently use and skill gaps that you may want to address.
  • Upcoming PTO.

Procedure

  1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.

  2. Click the Lists icon.

ToDo this
Access your profile from a case record
  1. Click Cases and select Assigned to me.
  2. In the Assigned column, select your name. The profile page appears. In that page, you can access all the information related to your profile.
Create your profile for centralized access
  1. Select the My Lists tab.
  2. Click New List.
  3. In the New List screen, click Create your own.
  4. In the List Name field, enter a name for the list; for example, My Profile.
  5. In the Select Source field, select User (sys_user).
  6. In the Add Filters condition builder, select [Name] [is] [<your name>].
  7. Click Create. The workspace adds your profile to the My Lists tab.

For information on creating a list, see Administering lists for Configurable Workspace