Workforce Optimization for Field Service components

Workforce Optimization for Field Service

Table 1. Roles
Role title [name]	Description	Contains roles
Workforce Optimization User [sn_wfo.user]	Grants read access to primary group and additional managers.	pa_analyst
Workforce Optimization Admin [sn_wfo_fsm.admin]	Grants administrative rights to create, read, update, and delete (CRUD) additional managers.	agent_schedule_admin sn_wfo_fsm.manager
Workforce Optimization FSM Manager [sn_wfo_fsm.manager ]	Grants rights to create, read, or update, coaching, scheduling, teams, or channel management applications.	skill_manager wm_manager sn_wfo_cfg_ws.manager sn_shift_planning.admin sn_customerservice_manager sn_wfo.user sn_channel_mgmt.user sn_coaching.coach sn_sre.user sn_team_perf.team_performance_user
Workforce Optimization FSM Admin [sn_wfo_fsm.admin ]	Grants administrative rights to create, read, update, and delete (CRUD) coaching, scheduling, teams, or channel management applications.	sn_team_perf.team_performance_admin sn_coaching.admin skill_model_admin sn_channel_mgmt.admin sn_csm_wfo_workspa.manager sn_mgr_workspace.admin sn_sre.admin

Scheduling

Table 2. Roles
Role title [name]	Description	Contains roles
Shift Planning User [sn_shift_planning.user]	Grants read access for scheduling including the ability to view schedules and shifts.
Shift Planning Agent [sn_shift_planning.agent]	Grants agents access to their calendar and request shift swap or time-off.	sn_shift_planning.user
Shift Planning Admin [sn_shift_planning.admin]	Grants administrative access to create, read, update, and delete (CRUD) schedules and work shifts.	sn_shift_planning.approver sn_shift_planning.user sn_shift_planning.agent

Table 3. Tables
Table	Description
sn_shift_planning_time_worked_summary	Stores the time worked summary of an agent.
sn_shift_planning_agent_time_work	Stores the agent's time worked, such as clock-in and clock-out times. If an agent logs in early or logs out late, then the shift start and shift end times are stored in place of the clock-in and clock-out times.
sn_shift_planning_agent_time_attendance	Stores the clock-in and clock-out times of agents. Data is retrieved when an agent logs in, logs out, or changes the Presence state.

Table 4. Properties
Property	Description
sn_shift_planning.number_of_days_to_cache	Number of days to cache agent schedules. Type: Integer Default value: 5
sn_shift_planning.enable_schedule_adherence	Calculates and displays schedule adherence information for your agents. Type: Boolean Default value: True
sn_shift_planning.early_clockin_threshold	Threshold settings indicate how many minutes early or late an agent can clock-in or clock-out from the scheduled time without being considered non-adherent. This is the acceptable duration of time flexibility for an agent to start work before the scheduled start time. Type: Integer Default value: 60 min
sn_shift_planning.adherence_threshold	Sets the percentage for a threshold in adherence. The agents who do not qualify as above the defined threshold value (70%) are considered non-adherent agents. Type: Integer Default value: 70%
sn_shift_planning.conformance_lower_threshold	Set the lower threshold percentage for flexibility in conformance. The agents who do not qualify for the defined lower and upper conformance threshold values (80-120) are considered non-conformant agents. Type: Integer Default value: 80%
sn_shift_planning.conformance_upper_threshold	Sets the upper threshold percentage for flexibility in conformance. The agents who do not qualify for the defined lower and upper conformance threshold values (80-120) are considered non-conformant agents. Type: Integer Default value: 120%
sn_shift_planning.auto_clockout_threshold	Threshold time for the system to wait and generate automatic clock-out events when agents forget to clock-out. For example, if the threshold is set to 60 minutes and an agent's planned work shift is 8 a.m. to 5 p.m. but the agent fails to clock out at 5 p.m., the system waits for 60 minutes and then generates an automatic clock-out event. Type: Integer Default value: 60 min
sn_fsm_disp_wrkspc.agent_shift_schdlng_event_color	Enables the default colors configured for each event type to display the same event spans with same color in Dispatcher Workspace. Note: You must select a dynamic value to display the selected color of workforce optimization events in Dispatcher Workspace. Type: String Default value: static

Table 5. Script Includes
Script Include	Description
Notify User Clock In	Counts the clock-in events whenever there is a change in agent's Presence state.
Notify User Clock Out	Counts the clock-out events whenever there is a change in agent's Presence state.

Table 6. Scheduled Jobs
Name	Description
Shift Planning - Delete All Agent Schedules Cache	Deletes cache from the sn_shift_planning_agent_availability table. Runs automatically everyday at 2:30 a.m. Run this job on demand when you import data.
Clock-out event generation (For scenarios where the clock-out event does not get triggered)	Generates clock-out events every 4 hours if agents haven't clocked out. Note: For example, say an agent's work shift times are from 8 a.m. to 5 p.m. and the sn_shift_planning.auto_clockout_threshold property value is set to 60 minutes. If the agent clocks in and fails to clock out, the scheduled job waits till 6 p.m. (5 p.m.+60 minutes) and if there is no clock out till 6 p.m., the system generates a clock-out event with the agent's shift end time.
Populate Agent Time Worked Summary	Runs daily to calculate the time worked, adherence, and conformance based on an agent's planned and actual work shift times for the previous day. The values are stored in the [sn_shift_planning_time_worked_summary] table.
Update Wrapper End Time for Actual Work Events	Runs daily to make sure the actual work wrapper end-time is equal to last clock-out time.
[Schedule Adherence] Daily Data Collection	Runs the job daily and collects data for all teams indicators.
[Schedule Adherence] Historic Data Collection	Runs the job and collects historic data for all teams indicators.
[Schedule Adherence] Weekly Data Collection	Runs the job weekly and collects data for all indicators in Manager Workspace.

Teams

Table 7. Roles
Role title [name]	Description	Contains roles
Teams User [sn_team_perf.team_performance_user]	Grants access to read KPI tables.	sn_wfo.user pa_analyst
Teams Admin [sn_team_perf.team_performance_admin]	Grants access to create and configure KPIs, KPI groups, and assignment groups in the Teams module.	sn_wfo.admin sn_team_perf.team_performance_user

Table 8. Properties
Property	Description
sn_team_perf.kpi_group.max_parent_kpis	The maximum number of parent indicators that you can add to one KPI group. Type: Integer Default value: 5
sn_team_perf.kpi_group.max_supporting_kpis	The maximum number of supporting KPIs you can define for a parent KPI. Type: Integer Default value: 10
sn_team_perf.ws.max_assignment_groups	The maximum number of assignment groups prioritized by order number to display on the Teams application in Manager Workspace. Type: Integer Default value: 15
sn_team_perf.default_date_range	The default date range set in the date range picker. Type: Integer Default value: 30

Table 9. Performance Analytics Indicators
Indicator Name	Description
# of tasks resolved on first contact	Number of tasks resolved on first contact.
# of P1 tasks resolved on first contact	Number of P1 tasks resolved on first contact.
# of P2 tasks resolved on first contact	Number of P2 tasks resolved on first contact.
# of P3 tasks resolved on first contact	Number of P3 tasks resolved on first contact.
# of P4 tasks resolved on first contact	Number of P4 tasks resolved on first contact.
MTTR for Tasks	Mean time to resolve the tasks.
MTTR for P1 Tasks	Mean time to resolve the P1 tasks.
MTTR for P2 Tasks	Mean time to resolve P2 tasks.
MTTR for P3 Tasks	Mean time to resolve the P3 tasks.
MTTR for P4 Tasks	Mean time to resolve P4 tasks.
CSAT for Tasks	Customer satisfaction score for tasks.
CSAT for P1 Tasks	Customer satisfaction score for P1 tasks.
CSAT for P2 Tasks	Customer satisfaction score for P2 tasks.
CSAT for P3 tasks	Customer satisfaction score for P3 tasks.
CSAT for P4 tasks	Customer satisfaction score for P4 tasks.
Number of Closed tasks	Number of closed tasks.
Number of Closed P1 tasks	Number of closed P1 tasks.
Number of Closed P2 tasks	Number of closed P2 tasks.
Number of Closed P3 tasks	Number of closed P3 tasks.
Number of Closed P4 tasks	Number of closed P4 tasks;
Average Wait Time for Chats	Average waiting time for chats.
Number of Chats Handled	Number of chats handled.
Average Handling Time for Chats	Average handling time for chats.
Number of Abandoned Chats	Number of abandoned chats.
Number of Incoming tasks	Number of incoming tasks.
Schedule Adherence	Agents schedule adherence percentage.
Schedule Conformance	Agents schedule adherence percentage.
Summed duration of Time Worked	Agents total duration of time worked.
Summed Duration of Planned Time	Agents total duration of planned time.
Summed duration of Time Not Worked	Agents total duration of time not worked.
Summed duration of Available Non Planned Time	Agents total duration of available non planned time.

Coaching

Table 10. Roles
Role title [name]	Description	Contains roles
Coaching Admin [sn_coaching.admin]	Grants administrative rights to create, read, update, and delete (CRUD) coaching opportunities, assessments, training, and skills.	sn_coaching.coach sn_lc.learning_admin
Coaching Coach [sn_coaching.coach]	Grants administrative rights to create, read, or update coaching opportunities, assessments, training, and skills.	sn_coaching.trainee pa_viewer sn_lc.catalog_manager
Coaching Trainee [sn_coaching.trainee]	Grants access to add training, assessments, and skill records.	skill_user pa_viewer survey_reader

Important: This feature is available with the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for Field Service.

Table 11. Business rule
Business rule	Table	Description
Calculate coaching survey score	Assessment Instance [asmt_assessment_instance]	Sets the feedback rating based on the survey score.

Table 12. Coaching opportunities
Coaching Opportunity Name	Description	Table
Coaching Opportunity for SLA Breach	Coaching opportunity for agents who worked on the critical and high priority tasks that breached SLA.	Task SLA [task_sla]
Coaching Opportunity for low CSAT	Coaching opportunity for agents who worked on tasks that has a customer satisfaction score less than 4.	Task Report [sn_customerservice_task_report]
Coaching Opportunity for skills award verification	Coaching opportunity for verification of skills awarded to agents.	Task [sn_customerservice_task]
Knowledge Management Process: Coaching on quality of knowledge articles	Coaching opportunity for agents who need to improve the quality of a knowledge article by reviewing the assessment.	Task [sn_customerservice_task]
Coaching Opportunity for high TTR	Coaching opportunity for agents who worked on a task that had a time to resolution of more than 3 days.	task Report [sn_customerservice_task_report]
Interaction: Coaching Opportunity for Handling Time	Coaching opportunity for agents who had a handle time of more than 10 minutes on an interaction.	Interaction [interaction]

Note: You can customize the coaching opportunities for low CSAT, high TTR, SLA breach, and handling time based on your business needs.

Important: This feature is available with the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for Field Service.

Table 13. Coaching Surveys
Name	Description
Chat Quality Survey	Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction.
Task Quality Survey	Survey associated with the Task Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a task interaction.

Table 14. Properties
Property	Description
sn_coaching.learning_default_duration	Number of days to read a knowledge article or complete training. The admin (sn_wfo.admin) sets the number of days for the trainee to complete reading an article or complete training. The number of days is converted to the due date for the trainee to complete the training. It is calculated from the current date, taking the trainee's time zone into consideration. Type: Integer Default value: 5
sn_coaching.exclude_weekends_on_training_due_date	Excludes weekends when the due date is set for trainees to complete training. Type: true \| false Default value: true

Coaching with Learning

Important: This feature is available with the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for Field Service.

Table 15. Roles
Role title [name]	Description	Contains Roles
Learning admin [sn_lc.learning_admin]	Grants administrative rights to create, read, update, and delete (CRUD) catalog, learning content, roles, and configure learning source.	sn_lc.catalog_manager sn_hr.integr_fw.admin
Learning catalog manager [sn_lc.catalog_manager]	Grants administrative rights to create, read, or update learning catalogs.	sn_lc.task_creator sn_lc.content_writer
Learning catalog group manager [sn_lc.catalog_group_manager]	Grants administrative rights to create, read, or update learning catalogs based on groups.	sn_lc.task_creator sn_lc.content_writer
Learning content creator [sn_lc.content_creator]	Grants administrative rights to create, read, or update internal courses.	sn_lc.content_reader
Learning content writer [sn_lc.content_writer]	Grants read or write access for learning courses.	sn_lc.content_creator
Learning content reader [sn_lc.content_reader]	Grants read access for learning courses.	none
Learning content advisor [sn_lc.learning_advisor]	Can assign learning tasks.	none
Learning task creator [sn_lc.task_creator]	Grants read or write access for learning tasks.	none

Table 16. Tables
Table	Description
Learning External Content [sn_lc_external_content]	Stores details of external course items pulled from third-party systems.
Learning User Course Activity [sn_lc_user_course_activity]	Stores details of learning course activities such as the user to whom the course is assigned, status, due date, and name of the learning course.
Learning Content [sn_lc_content]	Stores details of internal learning content such as knowledge articles or videos that are created in ServiceNow.
Learning Course Item [sn_lc_course_item]	Stores details of learning course items such as the source to which the learning course belongs.
Learning Catalog [sn_lc_catalog]	Stores details of learning catalog items with its course items.
Learning Task [sn_lc_learning_task]	Stores details of learning tasks, such as the user to whom the learning task is assigned and the date by which the learning task must be completed.
Learning System Configuration [sn_lc_learning_system_configuration]	Stores configuration parameters of third-party learning management system sources.

Table 17. Properties
Property	Description
glide.ui.sn_coaching_assessment_activity.fields	Edit coaching assessment activities. Type: string Default value: assigned_to,cmdb_ci,state,impact,priority,opened_by,work_notes,comments,Attachments,assessment_of
sn_coaching.recommended_learning_deprecated	Coaching recommended trainings is being deprecated and replaced with learning tasks and course items from Coaching With Learning. Type: string Default value: true
sn_coach.lrn.exclude_weekends_on_learning_task_due_date	Enable property to exclude weekends while setting the due date for learning tasks. Type: true\|false Default value: true
sn_coach_lrn.learning_list_menu_props	Data array properties for the now-list-menu component on the Learning Tasks tab, coaching module. Type: string Default value: script for data array
com.glide.transform.json.max-partial-length	Transforms JSON objects to internal objects and sets the word limit for records fetched through an API call. Type: integer Default value: 16384 Note: You must add this system property to set the desired value. For more information, see Add this system property. When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail. For more information, see Integrate Coaching With Learning with third-party learning management systems.
com.snc.process_flow.reporting.serialized.val_size_limit	Specify the number of bytes allowed for runtime values in each step in the flow execution details. To prevent truncation, set the value to an integer equal to or less than zero. Type: integer Default value: 16384 Note: When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail. For more information, see synchronize.

Important: This feature is available with the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for Field Service.

Skill Recommendation

Table 18. Roles
Role title [name]	Description	Contains roles
Skill Recommendation User [sn_sre.user]	Grants rights to view skill recommendation tables.	wfo.user
Skill Recommendation Admin [sn_sre.admin]	Grants administrative rights to edit the properties for skill recommendation.	wfo.admin sn_sre.user

Navigate to Skill Recommendation > Configuration to configure these properties.

Table 19. Properties
Property	Description
Enable skill recommendation. sn_sre.enable_skill_recommendation	Enable this property to start recommending skills for agents. Type: true \| false Default value: true
Maximum number of skills to predict based on supervised learning. sn_sre.max_supervised_skills	Using supervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction. Type: Integer Default value: 3
Maximum number of skills to predict based on supervised learning. sn_sre.max_unsupervised_skills	Using unsupervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction. Type: Integer Default value: 3
Number of times Predictive Intelligence must predict the same skill for an agent before recommending it for the agent. sn_sre.user_predicted_skill_threshold	The number of times Predictive Intelligence must predict the same skill for an agent before recommending the skill for the agent. Type: Integer Default value: 20
Similarity solution definition to recommend skills from similar tasks. sn_customerservice.unsupervised_solution_definition_for_tasks	Name of the Predictive Intelligence solution definition used for predicting skills to resolve tasks using unsupervised learning. If you have created your own solution definition, you can replace the default one with the one you have created. Type: String Default value:ml_sn_sn_customerservice_global_recommend_similar_skills_for_tasks
Similarity solution definition to recommend skills for tasks. sn_customerservice.supervised_solution_definition_for_tasks	Name of the Predictive Intelligence solution definition used for predicting skills to resolve tasks using supervised learning. If you have created your own solution definition, you can replace the default one with the one you have created. Type: String Default value:ml_sn_sn_customerservice_global_recommend_skills_from_similar_tasks

Table 20. Scheduled job
Scheduled job	Description
Start skill prediction	Runs the job every day at 1 a.m. on all incidents that were closed the previous day. Recommends the skills necessary to close the incidents to resolve similar open incidents.

Table 21. Tables
Table	Description
User Predicted Skill [sn_sre_user_predicted_skill]	Stores how many times a skill has been predicted for the user. Skills not recommended in the last 60 days are automatically deleted from this table.
Task Predicted Skill [sn_sre_task_predicted_skill]	Stores the skills predicted to resolve each type of incident. Records created over 60 days ago are automatically deleted from this table.

Zurich Field Service Management