A new Workflow Reports experience that shows how work moves through your support process by combining session activity, Salesforce Service Cloud ticket data, and optional insights into AI tool usage and its impact on ticket work. Reports are available across Workflow, Task, Sub-Task, Employee, and Session views. Currently in Beta, Workflow Reports are configured collaboratively with your Insightful team and are not self-serve.
Workflow Optimization is available to Admins and Managers on the Workflow Optimization, Combo and Enterprise plans whose organization has Workflows enabled. Managers can only view workflow data within their assigned scope.
Workflow Optimization is a new Workflow Reports experience for Support Operations leaders. It brings together activity captured by Insightful, AI-derived signals, and ticketing metadata from Salesforce Service Cloud into one set of connected views — Workflow, Task, Sub-Task, Employee, and Session — so you can see how work really flows across people, time, and tools, instead of relying on ticket timestamps alone. Workflow Optimization is currently in Beta with the support for Salesforce Service Cloud.
What is Workflow Optimization?
Managing support and operational work is hard without a unified view of how work actually happens across different tools, tickets, and employees. Ticketing systems provide timestamps and metadata, but on their own they can't show when work really started or ended, how a task moved through different people and sessions, or where inefficiencies occur.
Workflow Optimization closes that gap. It layers Insightful's activity and session data — and, where available, AI-derived signals such as AI impact on tickets— on top of your Salesforce Service Cloud ticketing data, and organizes everything into a simple structure:
Workflow → Task → Sub-task → Session, with an Employee view cutting across all of them. |
A Workflow groups work that shares the same business purpose (for example, a Salesforce Service Cloud support queue), so you can compare what you expect to happen against what actually happens.
Workflow Optimization gives Operations leaders one place to see real handle time, find where time leaks across handoffs and rework loops, and turn the patterns from top performers into team-wide playbooks.
Workflow Report Views
Workflow Optimization is organized into six views, each answering a specific question about how work gets done. You can navigate from the high-level overview all the way down to a single block of activity.
1. Workflows — see all your workflows in one place
Lists every workflow configured for your organization (e.g. your Salesforce Service Cloud support workflow), with status (Active/Inactive), average handle time, task count, and employee count over a 30 day period.
Shows how effort is distributed across the business.
2. Single Workflow — see how work moves inside one workflow
Aggregates all task-linked work within the selected workflow — tasks, sub-tasks, employees, and sessions — for a chosen period.
Workflow Path: a stage-by-stage visual flow of how work actually moves, with time spent at each step.
Tasks / Sub-Tasks / Sessions tables and an Employee-Level Performance table let you compare individual items and contributors.
3. Task — everything about one work item, in one click
Tracks how long work items take and who worked on it.
Shows a task's overall handle time, contributors, sub-tasks, sessions, and any available integration metadata (creation date, status, assignee, date range).
A single task can contain multiple sessions when different team members work on the same case. Each work period is recorded as a separate session within the same task.
4. Sub-task — where the effort concentrated, and why
Only shown when your Salesforce Service Cloud setup or process defines sub-tasks items (e.g. child cases). Breaks a task down by who worked on it, when, and for how long, and shows session count, total/average handle time, and number of employees involved.
Sub-task vs Session: one session can equal one subtask, or one subtask can contain multiple sessions, or one case could be one session.
The relationship between tasks, sub-tasks, and sessions varies depending on how work is performed. A task may contain zero, one, or more sub-tasks, and each sub-task can include one or more sessions. If a task has no sub-tasks, it can still include one or more sessions, with each session representing a continuous period of work on that task.
5. Employee — how one person works inside this workflow
A workflow-scoped view of an individual's session count, average daily workflow interaction, and average handle time per session, with a trend chart comparing them to the average within the same workflow.
6. Session — the most granular view of work
Start/end time and total duration of a single, continuous block of activity, plus an activity log of the specific apps and content touched (e.g. Slack, Google Drive, Salesforce/Einstein tools), with the ability to mark which activities count toward the session.
Session activity is not visible after the 3-month retention period.
The session timeline supports selecting and deselecting individual items for easier review and export.
Configuration — control what each workflow shows
Admins can enable/disable specific metrics and widgets and set their size and order, independently for the Workflow, Employee, Task, Sub-Task, and Session pages.
General settings cover terminology, description text, and time-display format, so the product can match your team's own vocabulary.
What data powers Workflow Optimization?
Workflow Optimization builds a complete picture of how work happens by combining employee activity with ticket information. This helps you understand not just what happened to a case, but how the work was completed.
The foundation is activity data, which captures the apps and pages your team uses and the time spent working in them. This is used to build work sessions and calculate metrics such as handle time for each case.
Optional data sources add more context. AI usage insights show how tools such as Salesforce native solutions - Einstein or Copilot contribute to case handling, helping you measure their impact on work. During the Beta, Workflow Optimization supports Salesforce Service Cloud as its ticketing integration, enriching activity data with ticket details for end-to-end workflow visibility.
Getting started: how a workflow is set up
Because this is not a self-serve feature, bringing a workflow online is a short, guided process run together with your Insightful team:
Map your workflow with us (1–2 sessions, owned by your support ops lead): one or two working sessions to define your process and identify the Salesforce Service Cloud signals that matter.
Connect Salesforce and deploy the agent (standard IT rollout, owned by your Salesforce admin + IT): your Salesforce admin grants read access, and the Insightful agent is rolled out to the in-scope team through your standard IT process.
Data starts flowing (within days, owned by Insightful): your team sees its first workflow data within days, and Insightful stays closely involved for the first few weeks to tune the configuration together.
Frequently asked questions
Is this replacing Quality Management (QM) and ATM?
Yes. QM and ATM are being combined into Workflow Optimization. Existing ATM customers are migrated client by client, and QM pages plus the ATM view inside Projects are discontinued once an organization is migrated.
Can I turn Workflow Optimization on myself?
Not during Beta — it isn't self-serve. Contact your Customer Success Manager to get set up.
Which plans include it?
The Workflow Optimization, Combo and Enterprise plans. It is not included in the free trial.
Which ticketing tools are supported?
Salesforce Service Cloud only, in this Beta iteration.
What happens to my existing ATM data and setup?
It's covered by a dedicated migration effort run per client. Everyone's data was transferred to Workflows during those migrations. Your Insightful team will guide you through the process, and there's no action required on your side to initiate it.
Why don't I see a sub-task on every task?
Sub-tasks are optional and only appear when your Salesforce Service Cloud setup or process splits a task into child items, such as child cases. This behavior is defined during your initial Workflow Optimization configuration with the Insightful team.