Workforce Optimization For Hr

Workforce Optimization for HR solution is highly modular, offering a wide range of capabilities such as Scheduling, Coaching, and Teams applications in Manager Workspace. Configurable Workspace (sn_hr_wfo) plugin activates all other dependent plugins to enable users to access Scheduling, Coaching, and Teams applications in Workforce Optimization for HR.

After creating a work shift, you can add schedule breaks to the shift.

Create a meeting, training, time-off request, or an adhoc work event from the team calendar.

Add parameters to be defined in the formula to calculate agent count per hour in a day.

Add managers to a KPI assignment group.

Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.

View the time worked summary of your team members to determine if your teams are adhering to the planned schedules. You can also use historical adherence, which is a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past.

Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.

After you install or upgrade to the latest Workforce Optimization for HR from ServiceNow Store, you might encounter Restricted Caller Access (RCA) approval messages.

Assign a course item to one or more agents and add a due date for them to complete the course.

Assign a learning path to one or more agents and add a due date for them to complete the path.

Define the data you want to collect for cases, interactions, or any table to forecast the number of agents that you require for your staffing needs.

Add event categories and create or update field configurations for events in the Manager workspace.

Add list or list categories to modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for HR.

Configure the resource conversion formula.

Configure schedule adherence properties to calculate the adherence to improve the operational efficiency of your organization.

Enable Workforce Optimization for HR and configure settings to use Scheduling, Teams, and Coaching applications.

Create course catalogs and set user criteria to define user access to the course items and learning paths associated with it.

Create multiple events and add them to the team calendar.

Add internal courses so that agents can learn new content and enhance their skill set.

Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate your KPI groups with assignment groups, you can monitor your team's performance.

Create a learning library to organize related content into categories.

Create a learning path, add relevant skills and course items, and publish the path. When your agents complete the path, any skills associated with the path are automatically added to the agent's profile.

Create learning tasks for agents to keep track of their learning activities.

Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.

Create on-call shift.

Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.

Schedule shifts for your team to make sure you cover all work assignments and breaks. You can also specify the days of the week that you want to override scheduled shifts.

Create a work shift.

Use extension points to call scripts for event categories such as meeting, time off, or work time.

Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.

Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.

Associate an assignment group with a Resource Conversion Formula. You can assign a forecast configuration to multiple assignment groups, but an assignment group can have only one forecast configuration.

Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.

Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.

Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization.

Configure and tweak the schedule adherence and conformance formulas using scripted extension points to customize them for your organization.

Use schedule adherence to evaluate whether or not your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day.

After creating on-call shift, create on-call rotation to be able to rotate the shift among employees.

Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.

Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.

Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.

Configure the data you want to collect, modify forecast parameters and calibrate manual adjustments using Demand Forecast.

Manage events the team calendar. Create schedule plans, shift plans, event categories, and event types.

Collect skill data based on skills agents have used for case resolution. Use supervised learning to recommend these skills for agents to resolve similar open case. You can also find patterns in how skills are used for case resolution and use unsupervised learning to recommend skills for agents.

Organize your teams into assignment groups and create reports for those groups to can gain visibility into the team's performance.

Use Skills Overview to analyze skill data such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.

Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.

Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.

Use scripted extension points to customize skill prediction for tasks.

Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

Use Coaching in Workforce Optimization for HR to assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments.

Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.

If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is supported for Workforce Optimization for HR. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

The Manager Workspace landing page displays metrics of the on-going work and helps managers to take informed decisions.

Workforce Optimization for HR simplifies the daily routine of HR Agent Managers to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed—all in one workspace.

Workforce Optimization for HR reference includes information about the roles, system properties, and tables installed.