Coaching in Workforce Optimization for CSM
Enhance agent skills, assess the quality of completed interactions, and drive continuous improvement through targeted training and skill recommendations.
Overview
Team managers use the Coaching module to manage skills and learning for their team members. Maintain a centralized view of all your team members' skills and create coaching assessments at critical service moments to provide direct feedback on the quality of their work items.
Additionally, utilize Predictive Intelligence to recommend skills for agents and provide targeted training to address identified skill gaps. The team member can provide feedback on the effectiveness of the coaching.
The Coaching module tracks learning tasks, assessments, quality trends, and skill coverage across teams, helping managers identify development opportunities and monitor agent growth.
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âąď¸ Shorter Handle Times Through targeted coaching and skill development |
â Higher FCR First contact resolution with right skills |
đĄ Skill Recommendations Predictive Intelligence suggests skills based on resolved cases |
The Coaching Cycle
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đ Assess Evaluate completed work items using surveys and assessments |
đ Identify Discover skill gaps and improvement opportunities |
đ Train Assign learning paths and courses to address gaps |
âŹď¸ Level Up Award new skills upon successful completion |
đ Route AWA routes work based on updated skills |
Skills Management
Use Skills Management to associate skills with individual users or groups and assign them to tasks or projects:
- Assess the skills needed for your organization
- Identify gaps and implement effective training plans
- Automate routing through Advanced Work Assignment
- Use Skill Determination Rules to route work to the right agents
- Request teams to self-assess their skill sets
Predictive Intelligence analyzes resolved cases to recommend skills:
- Similarity results are analyzed from resolved interactions and cases
- Users assigned to similar interactions and cases are identified
- Once threshold is met, recommendation is created
- Recommendations routed to manager for approval
Bi-Directional Coaching
đ¨âđŤ As a Coach
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đ As a Trainee
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Implementation
Set up Coaching by configuring coaching opportunities that automatically trigger assessments when specific conditions are met. Role required: sn_coaching.admin
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1
Create Coaching Opportunities Define trigger conditions for when assessments should be created. Configure frequency, coach groups, and assessment surveys in the opportunity record. |
2
Configure Surveys Set up assessment surveys that coaches use to evaluate trainees. The survey score automatically calculates the assessment rating. |
3
Set Up Learning Content Create learning paths with courses about specific topics. Configure skills to be awarded upon completion. Integrate with third-party LMS if needed. |
4
Enable Skill Predictions Configure Predictive Intelligence to analyze resolved cases and recommend skills for agents. Recommendations are routed to managers for approval. |
đ Pre-built Coaching Opportunities:
ServiceNow includes ready-to-use coaching opportunities that you can customize: Low CSAT, High TTR (time to resolution over 3 days), SLA Breach, Handling Time (over 10 minutes), and Knowledge Article Quality.
Learning Platform Integrations
Integrate with third-party learning platforms to pull external courses into ServiceNow and assign them as training tasks. Scheduled flows automatically sync content on a regular basis.
- đ Udemy - Courses and user activity
- đ˘ Cornerstone OnDemand - Users, courses, and activity
- đ Pluralsight - Courses and completion progress
Activating the Coaching with Learning plugin (sn_coach_lrn) enables spokes for each platform. Once synced, managers can assign external courses to agents directly from the Coaching module.
Learning Resources
Roles
sn_coaching.admin
Coaching Admin: Full CRUD for coaching opportunities, assessments, training, and skills
sn_coaching.coach
Coaching Coach: Create and update coaching opportunities, assessments, training, and skills
sn_coaching.trainee
Coaching Trainee: Add training, assessments, and skill records
sn_sre.admin
Skill Recommendation Admin: Edit skill recommendation properties
sn_sre.user
Skill Recommendation User: View skill recommendation tables
sn_wfo_skillreview.manager
Skill Review Manager: Access Skill Review Requests
sn_wfo_skillreview.user
Skill Review User: Minimum role for access to Skill Review Requests
Happy implementing. Comment below for questions, additional assets, or to share your Coaching success stories.
