Combined Workforce Optimization for Customer Service CSM release notes for upgrades from Xanadu to Australia

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Workforce Optimization for Customer Service CSM to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for Workforce Optimization for Customer Service CSM.


Release	Release notes
Xanadu	Performance metrics for voice channel Monitor and manage the health of voice queues on Channel Management by viewing more metrics and reports from Amazon Connect. Recurring meetings in scheduling Schedule and track recurring meetings such as training sessions or one-on-one sessions with teammates. Scheduling enhancements Efficiently manage and monitor time off and shift swap requests.
Yokohama	Manager Workspace landing page Empower managers with real-time insights and actionable metrics, organized in a unified view, to drive performance optimization and facilitate prompt action. Note: Existing customers on release versions prior to the Yokohama release can still view the old Legacy Manager Workspace landing page.
Zurich	View the monthly staff alignment on the team calendar in the Manager Workspace Enable managers to plan, monitor, and adjust staffing more effectively with the month view on the Team Calendar tab in the Schedule page of the Manager Workspace. You can also view staffing and shift details across a full month to optimize and identify gaps in coverage, detect over staffing, and take proactive steps to balance workloads improving operational efficiency and responsiveness. View the monthly schedule on the team calendar in the Configurable CSM or FSM Workspace Enable agents to view your upcoming shifts, time-off requests, and availability for the entire month in the month view of the Team Calendar in the CSM or FSM Configurable Workspace. This enables them to better plan their schedules, stay informed, and remain engaged with their work commitments. [Placeholder link text to key decouple-channel-management-dependencies-from-wfo] Decoupling Channel Management from the core Workforce Optimization (WFO) modules is necessary during dependencies or emergency situations. This architectural enhancement supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement features. Independent Deployment: Channel Management can be deployed independently, allowing for greater flexibility and control. Reduced Inter-Module Dependencies: The decoupling reduces dependencies between modules, enhancing system stability. Enhanced Scalability and Maintainability: The new architecture improves scalability and maintainability, making it easier to manage and expand. Streamlined Future Upgrades: Future upgrades for individual modules can be streamlined, ensuring smoother and more efficient updates.
Australia	No updates for this release.

Changes

Between your current release family and Australia, some changes were made to existing Workforce Optimization for Customer Service CSM features.


Release	Release notes
Xanadu	Reflow for Configurable Workspace Dispatcher Workspace and Workforce Optimization for Field Service support reflow that enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the Accessibility information section that follows.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Workforce Optimization for Customer Service CSM features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Workforce Optimization for Customer Service CSM features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Workforce Optimization for Customer Service CSM.


Release	Release notes
Xanadu	Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Yokohama	Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Zurich	Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store.
Australia	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Workforce Optimization for Customer Service CSM we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Workforce Optimization for Customer Service CSM we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for Workforce Optimization for Customer Service CSM, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.
Yokohama	Screen reader support has been extended to ARIA labels for buttons in CSM Workforce Optimization for Customer Service. The support provides users who rely on assistive technology with an explanation of button actions, such as the toggle button.
Zurich
Australia	No updates for this release.

Localization information

If there are specific localization considerations for Workforce Optimization for Customer Service CSM we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Workforce Optimization for Customer Service CSM we have noted them here.


Release	Release notes
Xanadu	Create and track recurring meetings with managers and their team members in the team calendar. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Exploring Workforce Optimization for Customer Service for more information.
Yokohama	Equip managers with comprehensive, real-time insights for continuous optimization. Enable managers to take prompt action with key alerts organized by priority. Provide real-time visibility into performance KPIs, work item status, and agent performance. See Exploring Workforce Optimization for Customer Service for more information.
Zurich	Decoupling Channel Management from the core Workforce Optimization (WFO) modules supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement. Enable managers to view the team calendar in the month view on the Schedule page within the Manager Workspace, providing a broader overview of staffing and shift details. Enable agents to view the team calendar in the month view within the Configurable CSM or FSM Workspace for better planning and engagement with your work commitments. See Explore for more information.
Australia	No updates for this release.