Workforce Optimization For It Service Management

The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.

Add service channels and queues to automatically route incoming work items to agents.

Add a system property to display your preferred event categories first on the calendar.

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

Set key performance indicator goals that you want your agents to achieve so that they can improve the quality of how they resolve incidents. You can also set goals to monitor and improve an existing baseline measurement.

Assign one or more managers to each KPI assignment group so that they can gain visibility into the group and monitor the team's performance.

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

Add a system property to set the default date range in the configurable Workforce Optimization for ITSM application.

Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. When new incidents and interactions that are created meet these conditions, the skill determination business rule automatically adds the skills to those records. In the Workforce Optimization for ITSM Channels and Work scheduler applications, the work items get automatically assigned to the right agents based on the skills.

Add skills or update skill levels for an agent so that it gets added to their skill set.

Analyze all skills and the levels for each skill that your agents have from one location.

Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.

You can perform advanced configurations such as customizing Workforce Optimization for ITSM pages, and defining filters for different modules. You can also specify the access to assignment group data to display only the assignment group data relevant to the logged-in user.

Empower your teams to sign up for work shifts based on their availability and preference.

Analyze if your teams are adhering to planned schedules. Use historical adherence to see how well your agents have followed their schedules in the past.

Get insights into process bottlenecks and find potential areas that you could optimize. You can also view variation analysis.

Access a quiz to analyze the details.

Add skills to groups and view skill assignments for your teams.

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

Analyze trends to monitor your team's performance within a KPI group.

Analyze your agent's call recordings, transcripts, and sentiment reports. With this information, you can assess the call quality and train your agents to handle calls better in the future.

Approve predicted skills if the skill is necessary for the agent to complete assigned tasks. If the skill doesn't apply to the agent, you can reject a skill.

Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.

Using your ITSM Mobile Agent application, approve a shift swap requested by your peer if you are available to work at that time. You can reject it if you are unable to work then.

Review skills when your team updates their skill proficiencies and requests approval. You can approve or reject each of those skills. The skills that you approve are added to the agent's profile.

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.

Assess the ability of your agents to resolve incidents or the quality of their completed tasks.

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.

Assign a published survey to agents or groups so that they can take the survey.

Allocate pending work items to agents to complete the work.

Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.

Associate the work scheduler card that you've created to the work configuration to display the card in the Work scheduler sidebar.

Add an event category. Create or update field configurations for events. You can also specify if an event category must be excluded when the shift coverage for agents is calculated.

Manage queues and analyze the status of incidents and chats using the Channels landing page. You can also monitor team performance and work assignments from one location.

Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.

Assess your teams' abilities to resolve incidents efficiently by reviewing their work at critical service moments using Coaching in Workforce Optimization for ITSM.

The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.

Using the ITSM Mobile Agent app, shift planning agents can access their schedule. They can request time off to get their manager's approval or swap shifts with their peers and receive notifications for those requests and approvals.

Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.

The configurable ITSM Manager Workspace has roles to administer the workspace, properties to configure default behavior, and indicators to analyze performance.

Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.

Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).

Workforce Optimization for ITSM installs roles to administer ITSM Manager Workspace Demand Forecast, properties to configure default behavior, scheduled jobs to collect data for the configurations, tables to store data, forecast configurations to collect data for incidents and interactions and a retention policy to store metric data.

Track and monitor the performance of your organization using the Workforce Optimization for ITSM landing pages. If you are a coach or a channel manager, you can access metrics specific to your application using the Channels or the Quality landing pages respectively.

Receive notifications when you manage shift-swap and time-off requests. Enable notifications for the actions that are most relevant to you. For example, get notified when you receive a request for approval from an agent who wants to swap shifts with a peer.

Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.

Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.

Workforce Optimization for ITSM installs roles and enables notifications when you install the application.

Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.

Evaluate whether or not your agents are adhering to their assigned schedules. Look for areas where agent activities that do not offer much value can be reduced or eliminated and fine-tune your staffing levels requirements based on their adherence.

You can remove access to assignment group data and display only the assignment groups that are relevant for the logged-in user in the Workforce Optimization for ITSM manager workspace.

Configure schedule adherence properties to calculate the adherence and conformance of your agents so that you can improve the operational efficiency of your organization.

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

Create multiple events from the same category and add them to the calendar in ITSM Manager Workspace. Enable agents or managers to create specific event types.

Define filter configurations for Schedule, Coaching, and Channels applications. You can use these filters to refine your search and view targeted results.

Configure key performance indicators (KPIs) in service channels for your agents so that you can track the agents' ongoing work and real-time performance.

Configure key performance indicators in queues to track the incoming work for specific categories of work in a service channel.

Configure key performance indicators in service channels to track the ongoing work and real-time performance of your teams.

Add a system property to add to or modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for ITSM.

Configure supervisor lists in a service channel to view the list of active work items across service channels and queues.

As an administrator, you can configure the due date logic for the time-off request and shift-swap request approval flows.

As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.

Copy an existing KPI group. In the copied KPI group, everything, including the KPI threshold, gets copied except the assignment group mapping. You can modify the copied KPI group according to your requirement.

Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.

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

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.

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.

Create surveys and publish them. You can assign published surveys to an agent or a group. You can also share the survey with other teams by adding managers of those teams as the owners of the survey.​

Create a threshold for each KPI in a KPI group to monitor the indicator status and analyze your team’s performance. Define the threshold with upper- and lower-limit values to assess team performance for each indicator.

Create extension points to customize your implementation in Work scheduler. For example, if you want your team members to work on an on-site task, you can configure the location of your team members to the work items assigned to them so that they can get to the tasks quickly.

Create a work scheduler card and add the components that you want to display based on your needs in the Work Scheduler application in manager workspace.

Clone an existing Workforce Optimization for ITSM page and customize it based on your needs using the Next Experience UI Builder.

Customize the Work Scheduler card components, such as adding an extra field, or changing the color or order of a field, to display them in the Work scheduler queue.

Configure assignment group access to each application in Workforce Optimization for ITSM based on your organizational needs.

Set the minimum or maximum number of agents required per hour so that you always have the desired staffing coverage.

Domain separation is supported in Workforce Optimization for ITSM. 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.

Understand how you can assess your agents performance, identify skill gaps, and train them to enhance their skills sets with Coaching.

Understand how you can route work to specific groups and monitor real-time performance using Channel Management.

Understand how you can set up and publish agent schedules and how your agents can manage their own schedule based on an example.

Understand how you can manage your teams from a single location using an example.

Learn how you can review and assess the quality of the interactions and tasks completed by your teams. You can enhance the skills set of your teams by assigning training that is based on those assessments. You can also add skills to the profiles of your teams after they get trained.

Learn how you can use Demand Forecast to predict resources based on historical data.

Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.

Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.

Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.

Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.

Use scripted extension points to add access for managers to view assignment groups data other than the default groups that they manage in Workforce Optimization for ITSM manager workspace.

Use extension points to call scripts to configure the list sort order in Channel Management.

Use the schedule adherence extension points to call custom scripts for agent schedule adherence and conformance.

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

Use scripted extension points to customize skill prediction for tasks.

Start a skill review process for your groups or specific team members so that they can review and update their existing skills or to add new skills. Provide a due date for them to complete the skill review.

Learn the basics of getting Workforce Optimization for ITSM up and running.

Locate what you're looking for quickly using the global search in Workforce Optimization for ITSM.

Assist agents in real-time by joining their chat conversation and collaborate on any record by connecting with the right people instantly to achieve faster resolution​.

Add or remove access to users for any event type so that they can view event types that are relevant only to them.​

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

Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.

When you integrate Coaching with Learning with third-party learning management systems, the source record for Cornerstone OnDemand, Pluralsight, Udemy, and ServiceNow University applications are automatically created in the Enterprise Service Management Integrations Framework. These source records contain a predefined set of properties and integration services.

Monitor agent calls when they are resolving issues for external callers by using Workforce Optimization for ITSM.

Identify existing groups relevant to WFO and add them to the Admin Console so that you can configure them easily based on your organization's needs.

Use the ITSM mobile app to look up your schedule, request time off, or swap your shift with your peers. If you can work during the requested shift, you can also approve your peer's request for the shift swap.

Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.

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.

Manage your agents' on-going work against every queue. Monitor the incoming data of the service channels and track real-time performance of your direct reporting teams and additional managing teams using key performance indicator reports in service channels and queues.

Monitor the incoming data and on-going work done by your agents against each service channel and queue.

Change the default number of work items that an agent can handle for a service channel.

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.

Analyze how closely your agents adhere to their scheduled activities. You can also analyze whether they complete the total time they were scheduled to work. Use these metrics to align your staffing needs better and forecast the demand for agents more effectively.

Generate and distribute a daily scheduled report that summarizes the agent's work performance via email.

Manage your workforce efficiently by planning shifts for each day and assigning users to the shifts. With Scheduling, you can use your resources efficiently by planning and managing schedules and staffing needs across your teams from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.

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

Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.

Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.

Set up phone queues for Amazon Connect to gain visibility into the queues using Workforce Optimization for ITSM.

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.

Associate each agent in your team to a primary assignment group to enable them to see the KPI metrics for the groups to which they belong.

Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.

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

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

Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace.

Route work to your teams based on skills, schedule your teams' work, and train your teams to enhance their skills set using Workforce Optimization for ITSM.

Manage skills for your teams from a central location. Analyze skill data and assess the skills that you need for your organization. Use Predictive Intelligence to recommend skills for your team.

Include or exclude access to assignment group data to display only the groups that are relevant for the logged-in user in the Workforce Optimization for ITSM manager workspace.

Assess the quality of your teams' completed tasks. Use surveys to get feedback on from your team.

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

Display the schedules, shifts, and events from the agent's calendar also in their Microsoft Outlook calendar when you synchronize both the calendars.

Streamline the way that agents manage their calendar so that they can view their schedule in one location.

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. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.

Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.

Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.

Add a user criteria record to specify which users, roles, and groups can access event types in Workforce Optimization for ITSM.

Verify that the logged in user can access the correct assignment groups data.

Check what create, read, update, and delete rights your groups or your team members have for events to make sure that they have the correct permissions that they need.

View your agent's profile and summary information in Agent 360 and review their performance​.

You can view your team’s performance data for a specific date using a time-series chart.

Use Voice to deflect incidents away from your human agents using bots. You can record phone interactions when agents resolve issues. Also, you can monitor those interactions to evaluate and improve the quality of incident resolutions.

Monitor the progress of assessments and track learning tasks that are overdue. You can also add a coaching quality indicator to monitor trends. Analyze which skills have been assigned the most to your team recently and which top skills are in demand.

Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.

The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.

Use the Container component to add an avatar and the user name of the work item assignee.

Present information in an intuitive format using the Card Base Container component.

Customize the Work scheduler heading component to display the title based on your needs.

Add custom client state parameter values to add properties to the card components.

Add the workItem property to the Work scheduler page configuration to receive the workItem object provided by the work queue.

Add custom page scripts for the Work scheduler so that you can update the client state through events or update transform workItem object to properties.

Add event mappings required for card interactions and for the card properties transformation to the page configurations in Work scheduler.

Add the Label value stacked display work item fields within the card.

Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.

Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.

Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface.

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.

Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.

Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM.