Teams in Workforce Optimization for ITSM

Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.

This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.

The image shows a visual representation of how you can organize your teams into groups.

Drill down into your reports.

As an administrator for Teams, you can:

• Create a KPI group for a common set of indicators (KPIs) you use to measure your teams' performance.
  Note:

  Your teams are called assignment groups within the Teams application.
• Add the KPIs to the KPI group.
• Add assignment groups to the KPI group.
  Note:

  Make sure that you’ve added a manager to each assignment group. The manager either directly manages the assignment group or needs visibility into the assignment group.

As a manager, you can:

• Analyze the performance trends for your teams.
• Drill down into the performance of teams, agents, or incidents.

Getting started with Teams n Workforce Optimization for ITSM

Select a task that you would like to perform to navigate to the topic for detailed instructions.

Table 1. Teams

Benefit	Users	Finding tasks to complete in Teams
Activate Teams in the Workforce Optimization for ITSM.	admin	Activate Teams in Workforce Optimization for ITSM
Refer to the roles, tables, and other components used in Teams.	Any Teams role	Teams components in Workforce Optimization for ITSM
Organize teams into assignment groups for managers so that they can analyze team performance.	admin	Setting up Teams in Workforce Optimization for ITSM
Analyze your teams' performance	Team performance admin	Analyzing team performance using Teams in Workforce Optimization for ITSM