---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Skills Overview

# Skills Overview in Workforce Optimization for Field Service {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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.
The following image illustrates the information displayed on the Skills Overview main page, which includes different types of data based on skill such as the overall skill coverage and a skills hierarchy.

## Use cases {#skills-overview-wfo-fsm__section_l1n_xnm_v4b}

{#skills-overview-wfo-fsm__table_m1n_xnm_v4b__entry__2}

| 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. * Mean time taken to resolve incidents for that skill. * Visualize how many users you have at different skill levels. {#skills-overview-wfo-fsm__ul_et3_htn_v4b} |
[ ]

{#skills-overview-wfo-fsm__table_m1n_xnm_v4b}

## Indicators {#skills-overview-wfo-fsm__section_n1n_xnm_v4b}

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

## Breakdowns {#skills-overview-wfo-fsm__section_o1n_xnm_v4b}

The data displayed in the MTTR of incidents of skill indicator is calculated based on the
skill used to resolve the incident.

## Reports {#skills-overview-wfo-fsm__section_q1n_xnm_v4b}

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 Field Service](https://www.servicenow.com/docs/6OFW3jE6vwT_ZdbUgwcrFA "You can activate the Workforce Optimization for Field Service plugin (com.snc.app_fsm_wfo) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").  
{#skills-overview-wfo-fsm__table_r1n_xnm_v4b__entry__4}

| 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 number 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. |
| Skill Overview Container | Visualization components | None | Contains the following components: * Reports * Mean Time to Resolution (MTTR) indicator * Skill Coverage pie chart * Content tree * Skill Experts components {#skills-overview-wfo-fsm__skills-overview-wfo-fsm_ul_m5h_hcv_kpb} |
| Skill Tree Connected | Tree | None | The skills hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page. |
| Skill Experts | List | None | All users who are at the expert level for the skill. |
| Skill Coverage | Pie chart | None | The percentage as well as the number of users with different levels of expertise for the skill. |
[ ]

{#skills-overview-wfo-fsm__table_r1n_xnm_v4b}

## Access Skills Overview from Manager workspace {#ariaid-title2}

Access Skills Overview from Manager Workspace using either the Scheduling application
or the Teams application to analyze skill data.

### Before you begin

Role required: skill_admin

### About this task

You can access Skills Overview from Manager Workspace using the Teams or Shift Scheduling application.  
Note:  
You must enable the Coaching with Learning application to view the reports from the application. For information about enabling this application, see [Activate Workforce Optimization for Field Service](https://www.servicenow.com/docs/6OFW3jE6vwT_ZdbUgwcrFA "You can activate the Workforce Optimization for Field Service plugin (com.snc.app_fsm_wfo) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").

### Procedure

1. Navigate to AllWorkspacesManager Workspace.
2. Access Skills Overview from either the Teams application or the Shift Scheduling application.

   | Application | Actions |
   | Teams | 1. Click the Teams icon (![Teams icon.]()). 2. Select a team from the Field Service group list. 3. Click the More tab and then select Skills. 4. Select a skill from the Skill list. {#access-skills-overview-mngr-wrkspc__ol_pct_wy2_hwb} |
   | Shift Scheduling | 1. Click the Schedule icon (![Schedule icon.]()). 2. Click the Team calendar tab. 3. Select an agent from the list of users. 4. Click the More tab and then select Skills. {#access-skills-overview-mngr-wrkspc__ol_rm2_hz2_hwb} |
   |-|-|

   {#access-skills-overview-mngr-wrkspc__choicetable_a5f_ty2_hwb}

### Result

Skills Overview displays the skill data, such as how many skills are assigned to
users and tasks along with the data providing the number of experts for a particular
skill and the overall skill coverage by your teams.

*[\>]: and then