---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Teams in Workforce Optimization for HR

# Teams in Workforce Optimization for HR {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Use Teams to track and analyze performance trends for your teams from a single location.
You can monitor the trends for each agent within your team and compare your agents or team members
with one another.  
With Teams, you can do the following:

* Identify skill gaps so that you can recommend which skills are needed to coach your agents.
* Organize your teams into assignment groups. You can add a set of key performance indicators (KPIs) to help you measure team performance consistently across the groups.
* Compare KPIs between multiple teams belonging to the same KPI group.
* View the KPIs between the selected date range.
* Drill down into a Team level KPI to view the split of KPIs across all individual team members.
* View the KPI trend to analyze the future forecasts for each of the KPIs, if the date range has the latest values.
* Targets can be set on the KPIs through the team performance page at the global or individual level. When such targets are set, the trendline reflects the targets.
* Drill down to the individual agent level to view a 360 degree view of the current work, historical KPIs, presence history, channel capacity utilization, skills, and upcoming time-offs.
{#using-teams-wfo-hr__ul_ilq_xfp_gqb}
**Related concepts**   

* [Workforce Optimization for HR Manager workspace](https://www.servicenow.com/docs/rMBCkYUbvLTOA_2FANHGYw "Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.")
* [Scheduling in Workforce Optimization for HR](https://www.servicenow.com/docs/u~csf1zEBI63Duxsh~ZfPw "Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.")
* [Coaching in Workforce Optimization for HR](https://www.servicenow.com/docs/RranIeZ0LA9lg7J~OV89Vw "Use Coaching in Workforce Optimization for HR to assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments.")

## Analyze performance trends {#ariaid-title2}

Analyze trends to monitor your team's performance and adherence within a KPI
group.

### Before you begin

Role required: sn_hr_wfo.admin, sn_hr_wfo.manager

### About this task

Analyze the data by drilling down into the data for a team, a specific team member,
an indicator, or a case.

### Procedure

1. Navigate to WorkspacesManager Workspace.
2. Click the Teams ![Teams icon]() icon.
3. Select a date range to view your teams' performance for that time period.  
   You can set the default date range using the sn_team_perf.default_date_range.
4. Analyze team performance.  
   1. Select a team.
   2. In the Performance tab, track and analyze the overall indicator performance for all members in the team.
   3. Drill down into the data for this team:{#analyze-performance-trends-teams-wfo-hr__table_ttg_rsh_wkb__entry__2}

      | To | Do this |
      |-|-|
      | Analyze indicator performance | * To analyze the indicator performance for the team, click an indicator value for the team in the header row. * To analyze indicator performance for a team member, click an indicator value for the team member. {#analyze-performance-trends-teams-wfo-hr__ul_ysj_zsh_wkb} |
      | Track cases | Click the Tasks tab and analyze all cases related to the team. * To view the cases details, select a case. * To view the a team member's details, select a team member. {#analyze-performance-trends-teams-wfo-hr__ul_g1p_fth_wkb} |
      [Table 1. Analyze team performance]

      {#analyze-performance-trends-teams-wfo-hr__table_ttg_rsh_wkb}
   {#analyze-performance-trends-teams-wfo-hr__ol_qgl_2wl_tkb}You can also review cases, details of assignment groups, additional managers, and information relevant to the team.
{#analyze-performance-trends-teams-wfo-hr__steps_rrt_mvt_wlb}

*[\>]: and then