--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Workforce Optimization for Customer Service # Workforce Optimization for Customer Service {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Workforce Optimization for Customer Service Workforce Optimization for Customer Service is a comprehensive application designed to help managers and agents efficiently manage workforce productivity within a single platform. It enables routing work, managing skills and schedules, and monitoring team and agent performance across multiple customer service channels. The application is accessible through configurable workspaces that administrators can tailor to meet specific service objectives. Show full answer Show less ## Key Features * **Real-time Monitoring and Management:** Assess operations, track ongoing work, and provide immediate assistance to improve customer experience. Managers can view data relevant only to their teams. * **Channel Management:** Automatically route and assign work items based on agent availability, capacity, and skills. Monitor real-time team activity, queue status, and workload balancing while ensuring adherence to SLAs. * **Scheduling:** Centralized schedule management including shift planning, approvals, shift swaps, and on-call rotations. Agents can manage their schedules, request time off, and view peer schedules. * **Schedule Adherence:** Track agent attendance against planned schedules with customizable conformance metrics. Analyze historical attendance data to improve team performance. * **Demand Forecasting:** Predict staffing needs using historical data with forecasts at 15, 30, and 60-minute intervals. Adjust agent schedules and tasks proactively to meet service demands. * **Team Performance Management:** Use KPIs to monitor team and individual agent performance, identify coaching needs, and review agent profiles including skills and assignment groups. * **Coaching and Skills Assessment:** Automate skill assessments, identify training opportunities, and assign coaching plans. Integrate with third-party learning management systems (LMS) for training delivery. ## Benefits for ServiceNow Customers This solution empowers managers to efficiently allocate resources, monitor performance, and ensure high-quality customer service. Agents gain flexibility in managing their schedules and skill development. Real-time insights and predictive analytics enable proactive workforce management, improving service levels and customer satisfaction. Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Watch this short video to see how managers use Workforce Optimization for Customer Service. The application is available on configurable workspaces. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently. Workforce Optimization for Customer Service enables you to: * Assess real-time operations and performance of teams and agents across different channels and queues. * Keep track of ongoing work and provide real-time help to team members for a better customer experience. * Ensure that managers only see the data and views of relevant teams. * Monitor and measure team performance and provide feedback using assessments. * Predict and recommend skills for agents. * Identify opportunities to coach and train your teams. {#configurable-wfo-cs__ul_wrg_4rw_31c} Manage and monitor the real-time work being done by your agents across different channels and queues. Provide timely help to your team members to solve cases faster and help with complex customer issues. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams to provide better coverage with integrated channel management. Figure 1. Manager workflow As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement, and provide training to enhance their skill set. Track your team's performance and manage the schedule of all agents in your assignment group from a unified location. As an agent, you can manage your own schedule, access the schedule of your peers, and request time off or shift swaps. ## Manager workspace landing page {#configurable-wfo-cs__section_zs5_hrh_tdc} The landing page offers a real-time view of key performance metrics, team updates, and real-time alerts that improve collaboration. View metrics using various score cards, donuts, gauges, line charts, and bar charts with multiple data sets. For more information, see [Manager Workspace landing page](https://www.servicenow.com/docs/iMt5XLW5rFVPmfBxAMAHGw "The Manager Workspace landing page provides managers with real-time alerts and key metrics that reflect the overall health and performance of the organization. By consolidating work and resource management data, managers can effectively oversee team performance, optimize agent utilization, and drive continuous improvement."). ## Channel management {#configurable-wfo-cs__section_rtt_c3w_dlb} Manage pending work items from customers, manage the daily work routine of agents, and balance the workload between agents adhering to promised SLAs. Automatically route and assign work items to agents based on their availability, capacity, and skills. Monitor your teams in real time and join their chat conversations to help when there is a need. Using Channel Management, you can also: * Review the real-time performance of your teams across various channels and queues. * Review pending work items and manually allocate work items to available agents. * Monitor the actual work being performed by your team members. * Monitor the status of the queues. * Track and change the real-time presence and capacity utilization of your team members. {#configurable-wfo-cs__ul_y35_j4h_jmb}For more information, see [Channel Management in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/Ra0FGrQWOeH4Zkz_LWQN4g "Channel management lets you monitor important metrics across different channels and queues, manage the work being done by your team members, and collaborate with them to solve complex issues for your end-customers."). ## Scheduling {#configurable-wfo-cs__section_fj2_13w_dlb} Manage the scheduling for your organization from a central location. Create shift plans and schedule plans, assign agents to shifts, and publish the schedules. Manage teams' approvals, swap agents' shifts, and forecast agent staffing scenarios. Access your team's calendar to see which agents are scheduled for coverage and which agents have taken time off. Using Scheduling, you can also: * Assign agents to shifts. * Define break time. * Preview and publish team schedule. * Approve agent time-off or shift-swap requests. * Create on-call shifts and assign primary, secondary rotation groups to handle escalation scenarios. {#configurable-wfo-cs__ul_s1w_n3p_vlb}For more information, see [Scheduling in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/OWgeIk~laHH1E1Dwva336A "Learn how you can plan shifts that include break time for your agents to effectively manage their schedule in Workforce Optimization for Customer Service. Publish schedules to view the agent schedules on the team calendar."). ## Schedule Adherence {#configurable-wfo-cs__section_schedule_adherence} Access your team's calendar to see which agents adhered to their planned schedules and make timely decisions to increase your team's performance by setting expected adherence targets. Using Schedule Adherence, you can also: * Configure and adjust the schedule adherence and conformance formulas and properties so that you can customize them for your organization. * Access the schedule of all of your teams from one location and gain insights on whether your team is complying with published schedules. * Analyze the historical time attendance of your team members. * View planned versus actual historical data for your team and individual agents. {#configurable-wfo-cs__ul_schedule_adherence_list}For more information, see [Schedule Adherence in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/qgAfCSbRKw9MgBsnivdy9Q "You can use schedule adherence to monitor whether your team members are adhering and conforming to the schedules and to improve the operational efficiency of your organization.") ## Demand Forecasting {#configurable-wfo-cs__section_bd2_zzn_dqb} Forecast the demand for teams and predict resources based on historical data. Using Demand Forecasting, you can also: * View the agent staffing forecast at 15, 30, and 60-minute intervals on the team calendar. * Adjust and prioritize schedules, tasks, breaks, and meetings for agents without impacting service objectives. * Use historical data to forecast contact volumes (cases and interactions) at 15-minute intervals. {#configurable-wfo-cs__ul_cd2_zzn_gqb}For more information, see [Demand Forecast in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/kqUpa26MP8Ko227PYDlCPA#explore-demand-forecast-configurable-wfo-cs "Demand Forecast enables managers to view their agent staffing forecast at 15-, 30-, and 60-minute intervals on the team calendar. This feature enables managers to adjust and prioritize schedules, tasks, breaks, and meetings for their agents without impacting service objectives. Learn how you can use Demand Forecast to predict resources based on historical data."). ## Teams {#configurable-wfo-cs__section_fq2_c3w_dlb} Monitor performance trends for your teams using Key Performance Indicator (KPI) groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location. Using Teams, you can also: * Identify all the teams that you manage as well as the ones you have visibility into. * Analyze the KPIs that are crucial for your team. * Drill into agents within each team and monitor their performance. * Access each agent's profile to view details such as their manager, peers, and assignment groups. * Drill down into each agent's skills or suggest them for coaching. {#configurable-wfo-cs__ul_zqh_p3p_vlb}For more information, see [Teams in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/9VlmhPPD~bIEf2ickmvMyA "Teams lets you organize each of your teams into assignment groups, define a set of key performance indicators (KPIs) to analyze the performance of all groups within a team, drill into the metrics for a group, an agent, or an incident from a central location, and manage your teams effectively from a single location."). ## Coaching and skills assessment {#configurable-wfo-cs__section_nzn_c3w_dlb} Enhance the quality of work done by your agents using Coaching. Assess agent skills and recommend the skills that they require to resolve issues. Identify coaching opportunities based on the recommendations, set coaching plans to improve their skills, and train agents to acquire those skills. Using Coaching, you can also: * Automate the scoring, grading, and assessment of agent skills. * Use coaching opportunities to create assessments. * Track training assigned to agents based on their assessments. * Analyze the skill gap and recommend training. * Assign courses to agents from third-party learning management systems (LMS), such as Udemy, Pluralsight, and Cornerstone OnDemand. {#configurable-wfo-cs__ul_vv5_q3p_vlb}For more information, see: [Coaching in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/WAG1Nzb6nADpcgrWoWYYhg "Coaching lets you review and assess the quality of completed interactions and tasks, enhance your teams' skill set by assigning training based on the assessments, add skills to their profile when they get trained, and identify skill gaps to train your agents effectively."). **Related concepts** * [Optimize workforce operations](https://www.servicenow.com/docs/W~96eeRR1YVC2H~QnSg8Hw "Enable Workforce Optimization for Customer Service and configure settings to use the Channel Management, Scheduling, Teams, and Coaching applications.") * [Workforce Optimization for Customer Service](https://www.servicenow.com/docs/QgSw9Rqzf~ymUJTSsvOoLA "Enhance the quality and efficiency of your teams using channel management capabilities, smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.")