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ITSMJune 27, 2026

Service Agent Workspace and Reporting

Agent Workspace and Reporting brings the agent's queue, context, and tools into a single view so they can work tickets without hunting across screens. Everything needed to understand and act on the next item is in one place. For team leads, built-in reporting turns daily activity into the trends, volumes, and service metrics that drive staffing and improvement decisions. A productive agent and an informed manager together raise the whole desk's performance.

Use the Service Agent Workspace and Reporting semantic blueprint

/semantius-admin use the architect, analyst and modeler skills to update the semantius platform with the model specified in https://www.semantius.com/blueprints/itsm-agent-workspace-semantic-blueprint.md

Entity summary

Name data_object Description
Virtual Agent Conversations virtual_agent_conversations Chatbot and virtual-agent conversation transcripts, capturing the turn-by-turn exchange, resolved intent, any escalation to a human, and the ticket produced.
Walk-Up Visits walkup_visits Walk-up or onsite check-in records, capturing the visitor, reason, queue position, estimated service time, and outcome.
Locations locations Physical or organizational locations referenced across the system, used to place and group other records.
Org Units org_units Nodes in the organizational hierarchy such as divisions, departments, and teams, with manager, cost center alignment, geographic scope, and parent-child links. 
flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  locations["Locations"]
  org_units["Org Units"]
  virtual_agent_conversations["Virtual Agent Conversations"]
  walkup_visits["Walk-Up Visits"]
  users["Users"]
  org_units -->|"rolls_up_to"| org_units
  locations -->|"rolls_up_to"| locations
  users -->|"leads"| org_units
  org_units -->|"has members"| users
  locations -->|"houses"| users
  class locations embedded_master;
  class org_units embedded_master;
  class virtual_agent_conversations master;
  class walkup_visits master;
  class users platform_builtin;
  style locations stroke-dasharray:5 5;
  style org_units stroke-dasharray:5 5;