Skills Overview in Workforce Optimization for Customer Service

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Skills Overview in Workforce Optimization for Customer Service

    Skills Overview in Workforce Optimization for Customer Service enables managers to analyze skill-related data across their teams. It provides insights into how many skills are assigned to users and tasks, the number of experts available for each skill, and overall skill coverage. This insight helps optimize team capabilities and improve service delivery by understanding skill distributions and gaps.

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    Access Skills Overview via the Teams application in Manager Workspace by selecting a team and clicking the Skills tab, or from a user profile page within any Workforce Optimization for Customer Service application.

    Note: The Coaching With Learning application must be enabled to view certain reports, such as Pending Users and Assigned Tasks. Refer to the activation instructions in Workforce Optimization for Customer Service to enable this application.

    Key Features

    • Skill Hierarchy Visualization: View the structure of skills when available, helping managers understand skill relationships.
    • Expert Identification: Lists users who are experts in a particular skill, assisting in resource allocation and development planning.
    • Skill Coverage Pie Chart: Displays the distribution of users across different expertise levels for a selected skill.
    • Reports and KPIs: Includes metrics such as mean time to resolution (MTTR) for incidents related to specific skills, number of assigned users and tasks, pending users needing skill assignment, and associated learning courses.

    Key Outcomes

    • Managers can analyze and drill down into skill assignments and expertise levels to optimize workforce capabilities.
    • Improved visibility into skill coverage helps identify gaps and prioritize training or hiring needs.
    • Tracking MTTR by skill supports performance measurement and targeted improvement efforts.
    • Integration with learning tasks and courses supports continuous skill development and ensures alignment with service requirements.

    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 the Teams application:
    1. Go to Workspaces > Manager Workspace.
    2. Click the Teams icon Teams icon..
    3. Select a team.
    4. Click the Skills tab.
    5. Select a skill.
    You can access the Skills Overview page when you click on a skill in a user profile page in any Workforce Optimization for Customer Service application.
    Note:
    You must enable the Coaching With Learning application to view the reports from the application. For enabling this application, see Activate Workforce Optimization for Customer Service.

    Skill overview page displaying a skill assigned to tasks, agents, on-call experts, and a pie chart of skill coverage experience level dispersal.

    Use cases

    Table 1. Use Cases
    User Landing page use
    Skill Admin [skill_admin]
    • Analyze all experts available for each skill.
    • Drill down into the skill hierarchy.
    • Number of skills assigned to users and tasks.
    • The mean time taken to resolve incidents for that skill.
    • Visualize how many users you have at different skill levels.

    Indicators

    MTTR of incidents of skill - Mean time taken to resolve incidents with this skill.

    Breakdowns

    The indicator is broken down by Skill.

    Components

    Table 2. Components
    Component Name Type Description
    Skill Overview Container [sn-manager-skill-overview-container] Visualization components Contains the following components:
    • Reports
    • Mean Time to Resolution (MTTR) indicator
    • Skill Coverage pie chart
    • Content tree
    • Skill Experts components
    Skill Tree Connected [sn-manager-skill-tree-connected] Tree Displays the skill hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page.
    Skill Experts [sn-manager-skill-experts-connected] List Displays all users who are at the expert level for the skill.
    Skill Coverage [now-uxf-visualization-connected] Pie-chart Displays the percentage as well as the number of users with different levels of expertise for the skill.

    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 Customer Service.
    Table 3. KPIs
    Title Type Source table Description
    Assigned Users Single score icon. User Skill [sys_user_has_skill] The number of users who have the selected skill assigned to them.
    Assigned Tasks Single score icon. Task Skill [task_m2m_skill] The number of tasks for which this skill has been assigned.
    Pending Users Single score icon. Pending Users [sn_lc_learning_task] The numbers of users who are yet to be assigned the selected skill from the learning task.
    Course Items Single score icon. Learning Course Item [sn_lc_course_item] The number of internal and external courses that have the skill associated with the course item.