Setting up Coaching in Workforce Optimization for ITSM

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

    • Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.

    To identify and add course items for a virtual coach, see Identify and add course items for a virtual coach.

    중요사항:
    If you have enabled the Coaching (sn_coaching) plugin, make sure that you have upgraded the following plugins to latest store release version:
    • Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm).
    • Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws).
    • Workforce Optimization Common (sn_wfo_common).
    For more information, see Activate Workforce Optimization for ITSM.