Using Coaching in Workforce Optimization for Customer Service

By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.

With Coaching, you can do the following:

• Recommend training for your agents to address skill gaps.
• Use the coaching opportunities that are available by default to coach your agents. You can also create a coaching opportunity using the Coaching application specific to your agent needs.
• Use assessments and surveys to apply consistent, measurable scores across teams.
• Use Predictive Intelligence to recommend skills for your agents and provide training to address those skill gaps.

Skills Overview in Workforce Optimization for Customer Service

Use Skills Overview to analyze skill data such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.

Access Skills Overview from the Teams application:

1. Go to Workspaces > Manager Workspace.
2. Click the Teams icon .
3. Select a team.
4. Click the Skills tab.
5. Select a skill.

You can access the Skills Overview page when you click on a skill in a user profile page in any Workforce Optimization for Customer Service application.

Note:

You must enable the Coaching With Learning application to view the reports from the application. For enabling this application, see Activate Workforce Optimization for Customer Service.

Use cases

Table 1. Use Cases

User	Landing page use
Skill Admin [skill_admin]	Analyze all experts available for each skill. Drill down into the skill hierarchy. Number of skills assigned to users and tasks. The mean time taken to resolve incidents for that skill. Visualize how many users you have at different skill levels.

Indicators

MTTR of incidents of skill - Mean time taken to resolve incidents with this skill.

Breakdowns

The indicator is broken down by Skill.

Components

Table 2. Components

Component Name	Type	Description
Skill Overview Container [sn-manager-skill-overview-container]	Visualization components	Contains the following components: Reports Mean Time to Resolution (MTTR) indicator Skill Coverage pie chart Content tree Skill Experts components
Skill Tree Connected [sn-manager-skill-tree-connected]	Tree	Displays the skill hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page.
Skill Experts [sn-manager-skill-experts-connected]	List	Displays all users who are at the expert level for the skill.
Skill Coverage [now-uxf-visualization-connected]	Pie-chart	Displays the percentage as well as the number of users with different levels of expertise for the skill.

Reports

Important:

The Pending Users and Assigned Tasks reports display when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see Activate Workforce Optimization for Customer Service.

Table 3. KPIs

Title	Type	Source table	Description
Assigned Users		User Skill [sys_user_has_skill]	The number of users who have the selected skill assigned to them.
Assigned Tasks		Task Skill [task_m2m_skill]	The number of tasks for which this skill has been assigned.
Pending Users		Pending Users [sn_lc_learning_task]	The numbers of users who are yet to be assigned the selected skill from the learning task.
Course Items		Learning Course Item [sn_lc_course_item]	The number of internal and external courses that have the skill associated with the course item.

Assess the quality of completed tasks

Assess the ability of your agents to resolve cases or the quality of their completed tasks.

Before you begin

You can create an assessment from an interaction or any task type.

When you manually create an assessment, you can add a survey to it. Coaching assessments also get created and assigned to the coach based on the trigger conditions that are defined in coaching opportunities.

Role required: sn_coaching.coach

Watch this short video to get an overview on coaching, assessments, and trainings.

About this task

If the Configuring Coaching includes a survey, you can opt to take the survey and the assessment. When you use a survey to Coaching your trainee, the score for the survey is automatically calculated when you complete the survey. The assessment rating is then updated based on that score.

The Coaching Overview screen displays the average quality of the tasks that were completed in the past 30 days for your assignment groups.

• The donut chart displays the number of assessments in various states of completion. You can point to one of the states and select to open all assessments in that state.
• The bar chart displays assessments created by coaching opportunities. You can select on any of the data in the graph to access the assessments.
• You can select on the graph that displays the indicator data and access detailed information on the indicator.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Select the Coaching () icon.
3. Do any of the following.

   To	Do this
   Perform adhoc assessments	select the Lists () icon. Select any record, such as a case or interaction, for which you want to create an assessment. Select the Assessments () icon. The assessment screen appears in the right panel. select the plus (+) icon.
   Use assessments triggered by coaching opportunities	select the Coaching () icon. Select any record for which you want to create an assessment. Note: select the Active Assessments tab to view assessments of all teams for which you are a manager or an additional manager. Select a case to assess.

4. On the form, fill in the fields to assess the agent.

   Table 4. Assessment form

   Field	Description
   Opportunity	Coaching opportunity that is associated with the coaching assessment.
   State	State of the assessment. Open: New coaching opportunity Work in progress: Trainee is being coached Resolved: Trainee is assigned coaching programs and training modules. Closed Complete: Assessment has been resolved and closed. Closed Incomplete: Assessment that has been closed but not completed, typically because the coaching assessment Due Date has expired.
   Assessment Rating	How well the agent resolved the incident. The Coaching application automatically populates this field when a coach completes a survey for the trainee.
   Follow up	Whether the coach must take further action to improve the trainee performance.
   Comments	Notes, if any, to add about the assessment.
   Survey taken by coach	Survey for the trainee taken by the coach. You can add a survey for an assessment when you create the assessment manually or when the coaching opportunity triggers an assessment that does not have a survey. When a coaching opportunity triggers an assessment and contains a survey, the survey is automatically added to the assessment and cannot be changed by the coach.
   Survey taken by trainee	Survey for the coach taken by the trainee.
   Add skills	Skills to add to the trainee profile when the assessment is complete. When you select this field, it displays all skills and the skill levels that are not in the trainee profile.
   Add training	Training to assign to the trainee. You can also assign learning tasks from course items.

5. Do the following:
   • To complete the adhoc assessment, select Save.
   • To complete assessments creating using coaching opportunities, select Complete assessment.

Manage skills using Workforce Optimization for Customer Service

Add or update skills for an agent. You can approve predicted skills if the skill is necessary for the agent to complete assigned tasks. You can also reject a skill if it doesn't apply to the agent.

Before you begin

Role required: skill_manager

About this task

The Predictive Intelligence application for skills displays the recommended skills on each agent's profile. The application uses sample cases that the agent has worked on to recommend skills for an agent.

You can view skills for all users grouped by assignment group and the overall skill coverage for each group.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Coaching () icon.
3. Click the Skills tab.
   You can view the list of all assigned skills and the skill level for each agent on your team. For more information on skills and skills levels, see Skills Management.

   You can also filter the skill matrix based on users, groups, skill type, skill level, or skill category. Reset the filter if you want to view the skills for all users.

4. Add a skill or skill level.

   To	Do this
   Add a skill	In the skill matrix, click Add for the skill that you want to add to the agent. Select the Skill Level field and choose a level for the skill. Click OK. The skill gets automatically added to the agent.
   Update a skill level	In the skill matrix, select a skill level for an agent. Select the skill level that you want to add for the agent. Click OK.

5. Approve or reject a skill that is recommended by Predictive Intelligence.
   1. In the skill matrix, click Recommended to approve and recommend a skill for the user.
   2. In the Details tab, review the request for skill approval, the sample case resolutions that were used to predict the skill, and the activity stream.

   • To approve a skill, click Approve. The skill is added to the agent and the lowest level for the skill is automatically associated with the added skill. The state for the request changes to Approved and the skill is added to the agent.
   • To reject a skill, click Reject. The state for the request changes to Rejected. Predictive Intelligence does not recommend the skill for the user again and the field changes to Add.
   • Click the More Options () icon and select Save.
   The application assigns the skill to the user. If the assigned skill does not have a skill level, the application adds the basic skill level to the user.

Coaching with Learning

Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.

Important:

Coaching with Learning is available when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see Activate Workforce Optimization for Customer Service.

Create a learning catalog

Create a catalog to organize related content into categories.

Before you begin

Role required: sn_lc.catalog_manager

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Coaching () icon.
3. Click the Learning tab.
4. Click Learning Catalogs and select My Catalogs.
5. Create a catalog.
   1. Click New.
   2. In the Title field, enter a unique name for the catalog.
   3. In the Description field, enter a description for the catalog.
   4. Click Save.

   Note:

   The catalog is visible to all groups that you directly or additionally manage.
6. Add course items to the catalog.
   1. Click the Content tab.
   2. Click Add.
   3. In the Add Learning Courses pop-up window, select all course items you want to add to the catalog.
   4. Click Add. The course items are added to the catalog.

   Note:

   To remove any course item you have added, select the course item and click Remove.
7. Add a group to a catalog.
   1. Click the Applicable Groups tab.
   2. Click New.
   3. In the Group field, select a group that you want to associate with the catalog.
   4. Click Save.

Create a learning task

Create learning tasks for agents to keep track of their learning activities.

Before you begin

Role required: sn_lc.task_creator

About this task

Set learning task completion due dates to include or exclude weekends using the exclude_weekends_on_learning_task_due_date system property. For more information, see Workforce Optimization for Customer Service Reference.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Coaching () icon.
3. Click Learning Tasks and select All Tasks.
4. Create a learning task.
   1. Click New.
   2. Fill in the following fields.

      Table 5. All tasks form fields

      Name	Description
      Assigned to	Name of the agent to whom you want to assign the learning task.
      Course item	The course that needs to be completed by the agent.
      Due date	Date when the agent must complete the course. Default is 5 days after the creation of the learning task. This value is calculated from the Days to Complete field for the course item. The due date field is highlighted as follows: Green—if the task is due before the current day. Yellow—if the task is due on the current day. Red—if the task is due after the current day.
      Catalog	The catalog that contains the course item for the learning task.

5. Click Save.

Create internal learning content

Add internal courses so that agents can learn new content and enhance their skill set.

Before you begin

Role required: sn_lc.content_creator

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Coaching () icon.
3. Click Learning Courses and select Internal Courses.
4. Create an internal learning course.
   1. Click New.
   2. Fill in the following fields in the Details tab.

      Table 6. Internal courses form field

      Name	Description
      Title	Name of the course.
      Internal source	Select the type of content for the course. Here are the available types of courses: URL—YouTube, Vimeo, or any link for a video Knowledge article Free form
      Days to complete	The number of days required to complete the course. Default value is set to 5.
      Estimated duration	Length of time when the course has to be completed. For example, for a video, it is the duration of the video. For a KB article, the duration is estimated based on the length of the article.
      Description	Description of the course.

5. Select Save.
6. Add a skill to the internal content.
   1. Select the Associated skills tab.
   2. Select New.
   3. In the Skill field, select a skill you want to associate with the internal content.
   4. In the Skill level field, select a skill level for the selected skill.
   5. Select Save.
7. Add a learning task to the internal content.
   1. Select the Learning Tasks tab.
   2. Select New.
   3. In the Assigned to field, select a trainee to whom you want to assign the learning task.
   4. In the Catalog field, select the catalog to associate with the learning task.
   5. In the Due date field, select the calendar icon and select the date and time when you want to trainee to complete the learning task.
   6. Select Save.

Add external courses to coaching with learning

Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.

Before you begin

Role required: sn_lc.learning_admin

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Coaching () icon.
3. Click the Learning tab.
4. Go to Learning Courses > External Courses.
5. Select a course.
6. Click Go to course.
   You can review and learn the external course.