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

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

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

    Before you begin

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