Configuring Workforce Optimization for Customer Service

Enable Workforce Optimization for Customer Service and configure settings to use the Channel Management, Scheduling, Teams, and Coaching applications.

Important:

Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

• Activate Workforce Optimization for Customer Service
  Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.
• Components installed with Workforce Optimization for Customer Service
  Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.
• Work Scheduler components in Workforce Optimization for Customer Service reference
  Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.
• Domain separation in Workforce Optimization for Customer Service
  Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process.
• Create a Manager Workspace landing page
  Create a landing page based on your business requirement.
• Configuring filters for Manager Workspace
  Configure filters for scheduling and coaching applications and use the default filter for channel management to refine your search results.
• Setting up service channels and queues
  You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
• Setting up Scheduling in Workforce Optimization for Customer Service
  Manage events using the team calendar. Create different types of event categories. Use scripted extension points to customize event types. Additionally, configure recurring meetings or trainings.
• Synchronize team calendar with Microsoft Outlook
  Managers and agents can synchronize their calendars and events with Microsoft Outlook.
• Setting up Teams Workforce Optimization for Customer Service
  Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
• Setting up Coaching in Workforce Optimization for Customer Service
  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.
• Setting up Demand Forecast in Workforce Optimization for Customer Service
  Configure the data that you want to collect, modify forecast parameters, and calibrate manual adjustments using Demand Forecast.
• Setting up Work scheduler in Workforce Optimization for Customer Service
  Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.