Queues out of sight
Open, pending, dismissed and proactive cases had to be visible the moment an agent starts work.
Jeitto Agent Workspace
A ServiceNow CSM agent workspace for Jeitto, a Brazilian digital credit fintech with millions of customers, opening each shift on a homepage of case metrics so agents see open, pending and proactive queues at a glance.
The challenge
Agents needed the full picture fast.
Jeitto’s support agents handle credit, account and fraud cases. To answer well they need queue status and the customer’s whole situation on one screen.
Customer data everywhere
Balance, e-Grana credit limit, invoices, transactions and past contacts all matter during a single call.
Fraud needs quick action
When an account is flagged, agents need to block access and start an analysis without hunting for it.
The process
Start from the agent’s shift.
List what agents check
Mapped the case states and customer data agents look at most during a shift.
Design the homepage
Metric cards for each case queue, followed by the agent’s own active cases.
Design the customer view
Status cards, customer data, quick actions and service history in one record page.
Cover the fraud case
A variant of the customer view for blocked accounts, with block and analysis actions.
The solution
Metrics first, customer next.
The workspace opens on case metrics, then each customer record puts status, limits and the most used actions within one click.
01 / 03Final UI — agent homepage
The outcome
Less searching during the call.
Queues at a glance
Eight metric cards show dossiers, open, in progress, pending, dismissed, closed, cancelled and proactive.
One customer page
Account and invoice status, balance and e-Grana limits sit in cards above the full service history.
Actions on the side
Reset password, change personal data, block or cancel accounts from a quick actions panel.