Combined Workforce Optimization for CSM release notes for upgrades from Yokohama to Australia

Consolidated page of all release notes for Workforce Optimization for CSM from Yokohama to Australia.

How to use this page

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

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

Release	Release notes
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 CSM.

Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Location Based Holiday Calendar Management Enable location-based holiday calendars to Manage location‑based holiday calendars that auto‑sync to schedules, providing real‑time visibility into regional holiday impacts and supporting accurate shift planning. Improve workforce scheduling and compliance by mapping holidays to specific regions, reducing manual adjustments and ensuring agents see their location‑based holidays in My Calendar. Manager Workspace landing page Enhance the Manager Dashboard to view New AI Insights tab on the Manager Dashboard in the Manager Workspace (Enterprise SKU). The AI powered widgets: Sentiment Analysis, Trending Topics, and Auto QA. These widgets provide deeper, real‑time visibility into customer sentiment signals, trending interaction themes, and quality evaluations. Manager dashboard for operational Insights Decouple the existing Manager Dashboard to make it available as a standalone feature. Install and configure the Manager Dashboard independently to provide a streamlined, modular experience, retaining only essential alerts and core widgets for performance, work management, and resource visibility while removing scheduling and coaching components. Pro customers can view Help Request alerts and Operational Insights when Channel Management is adopted with the dashboard. These capabilities are not available when Channel Management is adopted without the dashboard. Pro+ customers can view a tab based dashboard layout with AI powered widgets Sentiment Analysis, Trending Topics, and Auto QA for Customer Signals and Quality Management. They can access the Operations Insights tab with widgets like Performance, Work Management, and Resource Management. Listen, Monitor or Barge in to an agent call Monitor, coach, or barge into voice calls to Assist agents during live customer calls by opening the agent’s active phone interaction in Manager Workspace. Enable supervisors to silently monitor calls, whisper‑coach agents, join conversations, view real‑time transcription when the conversation panel is enabled, and switch modes or end the session at any time using the NVC utility panel. Manager Workspace landing page Enable Manager dashboard to view the Help Request on the landing page. View the Help Request tab on the Manager Workspace landing page and in Conversation Monitoring list view. Segment Help Request interactions by different channel including Chat, Email, Messaging, Phone and Video. Channel Management View the Help Request tab on the Channel Management landing page. Enable supervisors to open any active voice request to review context and take action by monitoring the live call, coaching the agent privately, or barging in to speak with both the agent and the customer.

Changes

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

Release	Release notes
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 CSM features or functionality were removed.

Release	Release notes
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 CSM features or functionality were deprecated.

Release	Release notes
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 CSM.

Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Install Workforce Optimization by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

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

Release	Release notes
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 CSM we have noted them here.

Release	Release notes
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 CSM, such as specific requirements or compliance levels.

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

Localization information

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

Release	Release notes
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 CSM we have noted them here.

Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Manage location‑based holiday calendars to improve workforce scheduling by mapping holidays to specific regions, enabling managers to plan shifts with accuracy, and reduce manual adjustments. Install and configure Manager Dashboard from the Workforce Optimization (WFO) enterprise independently. This change aligns dashboard packaging with channel management and enables broader adoption across Pro and Pro+ customers Enhance Manager Dashboard in the Manager Workspace (Enterprise SKU) with new AI powered widgets — Sentiment Analysis, Trending Topics, and Auto QA to provide supervisors with faster, actionable insights into customer sentiment and agent performance. Assist agents during live customer calls by opening the agent’s active phone interaction in Manager Workspace. NVC enables supervisors to silently monitor calls, whisper‑coach the agent, or join the conversation directly. Analyze the help requested interactions segmented by different channels, such as Chat, Email, Messaging, Phone and Video. See Explore for more information.