Skills Overview in Workforce Optimization for Customer Service

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 .
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.

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		User Skill [sys_user_has_skill]	The number of users who have the selected skill assigned to them.
Assigned Tasks		Task Skill [task_m2m_skill]	The number of tasks for which this skill has been assigned.
Pending Users		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		Learning Course Item [sn_lc_course_item]	The number of internal and external courses that have the skill associated with the course item.