Is there is a way to report on agent availability in WFO Manager workspace

Bindhu1
Tera Contributor

‎08-18-2023 06:10 AM

Hi All,

This is regarding workforce optimization manager workspace.

path - workforce optimization for ITSM -> manager workspace ->Schedule

I would like to explore if there is a way to report on agent availability where no other blocks (SCTASK, Events, etc) exist. To understand when agents are available to be assigned work and for overall resource planning in terms of number of available hours remaining on the schedule, etc.

Refer screenshot. 

here is manager's team calendar.

Bindhu1_0-1692364063294.png

Thanks

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nikipatel
ServiceNow Employee
ServiceNow Employee

‎10-30-2023 02:18 PM

Hi @Bindhu1 - if you upgrade to the latest Work Scheduler version in Utah, we show availability of agent in our recommendation criteria. You can find more info here: https://store.servicenow.com/sn_appstore_store.do#!/store/application/dcf85cd79c79c110f8777fa10cdbb5...