Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for Customer Service

Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.

Before you begin

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.

Important:

This feature is available with the Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for CS configurable workspace.

Set the map application scope to Coaching. For information on how to set the scope, see Set map application scope.

Role required: admin

About this task

Replace the existing indicator with any Performance Analytics indicator that has the Assigned to and Assignment group breakdowns to display in the Coaching Overview tab in the Coaching application.

Procedure

1. In the application navigator, enter sys_properties.list.
2. Click New.
3. Enter the following field values.

   Table 1. System property form field

   Field	Value
   Name	sn_coaching.coaching_overview_default_quality_indicator
   Application	Coaching
   Type	string
   Value	{"title": "<name>", "sys_id": "<sys id>"} where <name> is the name of the indicator that you want to display in the Coaching Overview tab and <sys id> is the unique record identifier (sys_id) of the indicator. Example: Name: % of P1 incidents resolved on first call. Sys ID: 0423e59387401010ca99e12397cb0bbb {"title": "% of P1 incidents resolved on first call", "sys_id": "0423e59387401010ca99e12397cb0bbb"}
   Read roles	sn_coaching.coach

4. Click Submit.
   The configured indicator replaces the existing indicator in the Overview tab in the Coaching application in Workforce Optimization for Customer Service.