This disclosure describes visualization techniques for monitoring of resource availability and pending work items (resource needs) across categories in an enterprise environment such as a customer support center. Per techniques of this disclosure, a user can visualize pending work items and available agent resources by drilling down to a desired level of specificity based on categories of the work items and agent resources. A dashboard is provided that includes a display of pending work items, agent availability, and selectable buttons that enable a user to view data at different levels of granularity. The user can select buttons associated with subcategories within a group to obtain details of work items and agents corresponding to the selected buttons. Selection of all available buttons enables the user to view information across all categories that are available and at a highest level of detail.
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Ryu, Morihiro, "Category-based Resource Match Visualization", Technical Disclosure Commons, (October 12, 2020)