Skills Overview in Workforce Optimization for Field Service
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.
The following image illustrates the information displayed on the Skills Overview main page, which includes different types of data based on skill such as the overall skill coverage and a skills hierarchy.[Omitted image "Skills-overview-teams.png"] Alt text: Skills Overview with user and skill information organized in tiles. Additionally, there is a pie chart depicting skill coverage.
Use cases
|
User |
Landing page use |
|---|---|
|
Skill Admin [skill_admin] |
|
MTTR of incidents of skill - Mean time taken to resolve incidents with this skill.
Breakdowns
The data displayed in the MTTR of incidents of skill indicator is calculated based on the skill used to resolve the incident.
Reports
Important: The Pending Users and Assigned Tasks reports display when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see Activate Workforce Optimization for Field Service.
|
Title |
Type |
Source table |
Description |
|---|---|---|---|
|
Assigned Users |
[Omitted image "single-score-sm.svg"] Alt text: Assigned Users icon. |
User Skill [sys_user_has_skill] |
The number of users who have the selected skill assigned to them. |
|
Assigned Tasks |
[Omitted image "single-score-sm.svg"] Alt text: Assigned Tasks icon. |
Task Skill [task_m2m_skill] |
The number of tasks for which this skill has been assigned. |
|
Pending Users |
[Omitted image "single-score-sm.svg"] Alt text: Pending Users icon. |
Pending Users [sn_lc_learning_task] |
The number of users who are yet to be assigned the selected skill from the learning task. |
|
Course Items |
[Omitted image "single-score-sm.svg"] Alt text: Course Items icon. |
Learning Course Item [sn_lc_course_item] |
The number of internal and external courses that have the skill associated with the course item. |
|
Skill Overview Container |
Visualization components |
None |
Contains the following components:- Reports
|
|
Skill Tree Connected |
Tree |
None |
The skills hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page. |
|
Skill Experts |
List |
None |
All users who are at the expert level for the skill. |
|
Skill Coverage |
Pie chart |
None |
The percentage as well as the number of users with different levels of expertise for the skill. |
Access Skills Overview from Manager Workspace using either the Scheduling application or the Teams application to analyze skill data.
Before you begin
Role required: skill_admin
About this task
You can access Skills Overview from Manager Workspace using the Teams or Shift Scheduling application.
Note: You must enable the Coaching with Learning application to view the reports from the application. For information about enabling this application, see Activate Workforce Optimization for Field Service.
Procedure
-
Navigate to All > Workspaces > Manager Workspace.
-
Access Skills Overview from either the Teams application or the Shift Scheduling application.
|
Application |
Actions |
|---|---|
|
Teams |
|
|
Shift Scheduling |
|
Skills Overview displays the skill data, such as how many skills are assigned to users and tasks along with the data providing the number of experts for a particular skill and the overall skill coverage by your teams.
--- title: Skills Overview in Workforce Optimization for Field Service description: 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.Access Skills Overview from Manager Workspace using either the Scheduling application or the Teams application to analyze skill data. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/field-service-manager-workforce/skills-overview-wfo-fsm.html release: australia product: Field Service Manager Workforce classification: field-service-manager-workforce topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Coaching, Workforce Optimization, Managing workforce, Use, Field Service Management] --- # Skills Overview in Workforce Optimization for Field Service 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. The following image illustrates the information displayed on the Skills Overview main page, which includes different types of data based on skill such as the overall skill coverage and a skills hierarchy.\[Omitted image "Skills-overview-teams.png"\] Alt text: Skills Overview with user and skill information organized in tiles. Additionally, there is a pie chart depicting skill coverage. ## Use cases <table id="table_m1n_xnm_v4b"><thead><tr><th> User </th><th> Landing page use </th></tr></thead><tbody><tr><td> Skill Admin \[skill\_admin\] </td><td> - Analyze all experts available for each skill. - Drill down into the skill hierarchy. - Number of skills assigned to users and tasks. - Mean time taken to resolve incidents for that skill. - Visualize how many users you have at different skill levels. </td></tr></tbody> </table>## Indicators MTTR of incidents of skill - Mean time taken to resolve incidents with this skill. ## Breakdowns The data displayed in the MTTR of incidents of skill indicator is calculated based on the skill used to resolve the incident. ## Reports **Important:** The Pending Users and Assigned Tasks reports display when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see [Activate Workforce Optimization for Field Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/workforce-optimization-for-field-service/activate-wfo-fsm.md). <table id="table_r1n_xnm_v4b"><thead><tr><th> Title </th><th> Type </th><th> Source table </th><th> Description </th></tr></thead><tbody><tr><td> Assigned Users </td><td> \[Omitted image "single-score-sm.svg"\] Alt text: Assigned Users icon. </td><td> User Skill \[sys\_user\_has\_skill\] </td><td> The number of users who have the selected skill assigned to them. </td></tr><tr><td> Assigned Tasks </td><td> \[Omitted image "single-score-sm.svg"\] Alt text: Assigned Tasks icon. </td><td> Task Skill \[task\_m2m\_skill\] </td><td> The number of tasks for which this skill has been assigned. </td></tr><tr><td> Pending Users </td><td> \[Omitted image "single-score-sm.svg"\] Alt text: Pending Users icon. </td><td> Pending Users \[sn\_lc\_learning\_task\] </td><td> The number of users who are yet to be assigned the selected skill from the learning task. </td></tr><tr><td> Course Items </td><td> \[Omitted image "single-score-sm.svg"\] Alt text: Course Items icon. </td><td> Learning Course Item \[sn\_lc\_course\_item\] </td><td> The number of internal and external courses that have the skill associated with the course item. </td></tr><tr><td> Skill Overview Container </td><td> Visualization components </td><td> None </td><td> Contains the following components:- Reports - Mean Time to Resolution \(MTTR\) indicator - Skill Coverage pie chart - Content tree - Skill Experts components </td></tr><tr><td> Skill Tree Connected </td><td> Tree </td><td> None </td><td> The skills hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page. </td></tr><tr><td> Skill Experts </td><td> List </td><td> None </td><td> All users who are at the expert level for the skill. </td></tr><tr><td> Skill Coverage </td><td> Pie chart </td><td> None </td><td> The percentage as well as the number of users with different levels of expertise for the skill. </td></tr></tbody> </table>## Access Skills Overview from Manager workspace Access Skills Overview from Manager Workspace using either the Scheduling application or the Teams application to analyze skill data. ### Before you begin Role required: skill\_admin ### About this task You can access Skills Overview from Manager Workspace using the Teams or Shift Scheduling application. **Note:** You must enable the Coaching with Learning application to view the reports from the application. For information about enabling this application, see [Activate Workforce Optimization for Field Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/workforce-optimization-for-field-service/activate-wfo-fsm.md). ### Procedure 1. Navigate to **All** > **Workspaces** > **Manager Workspace**. 2. Access Skills Overview from either the Teams application or the Shift Scheduling application. <table id="choicetable_a5f_ty2_hwb"><thead><tr><th align="left" id="d148909e492"> Application </th><th align="left" id="d148909e495"> Actions </th></tr></thead><tbody><tr><td id="d148909e501"> **Teams** </td><td> 1. Click the Teams icon \(\[Omitted image "teams-icon.png"\] Alt text: Teams icon.\). 2. Select a team from the Field Service group list. 3. Click the **More** tab and then select **Skills**. 4. Select a skill from the Skill list. </td></tr><tr><td id="d148909e540"> **Shift Scheduling** </td><td> 1. Click the Schedule icon \(\[Omitted image "schedule-new.png"\] Alt text: Schedule icon.\). 2. Click the **Team calendar** tab. 3. Select an agent from the list of users. 4. Click the **More** tab and then select **Skills**. </td></tr></tbody> </table> ### Result Skills Overview displays the skill data, such as how many skills are assigned to users and tasks along with the data providing the number of experts for a particular skill and the overall skill coverage by your teams.
| title | Skills Overview in Workforce Optimization for Field Service |
| description | 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.Access Skills Overview from Manager Workspace using either the Scheduling application or the Teams application to analyze skill data. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/field-service-management/field-service-manager-workforce/skills-overview-wfo-fsm.html |
| release | australia |
| product | Field Service Manager Workforce |
| classification | field-service-manager-workforce |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | CoachingWorkforce OptimizationManaging workforceUseField Service Management |