Workforce Optimization for HR reference

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 15 minutes de lecture

    • Workforce Optimization for HR reference includes information about the roles, system properties, and tables installed.

    Components installed with Workforce Optimization for HR

    Several types of components are installed with activation of Workforce Optimization for HR application, including user roles, key performance indicators (kpis), scheduled jobs, properties, and tables.

    Workforce Optimization for HR

    Tableau 1. Roles
    Role title [name] Description Contains roles
    Workforce Optimization User [sn_hr-wfo.user] Typically uses Workforce Optmization for HR. sn_hr-wfo.user
    Workforce Optimization Admin [sn_hr_wfo.admin] Grants administrative rights to create, read, update, and delete (CRUD) additional managers. sn_hr_wfo.admin
    Workforce Optimization HR Manager [sn_hr_wfo.manager] Grants rights to create, read, or update, coaching, scheduling, teams, or channel management applications. sn_hr_wfo.manager
    Tableau 2. Properties
    Properties Description
    sn_hr_wfo.hr_group_types System property that ensures the right HR related lists are rendered on the records in team performance module. The logged in user should belong to a group of the group types (sysId) specified in this property.
    Tableau 3. Filter Configuration
    Module Name Module Tables/Database View
    Manager Workspace Stores filter configurations for all applications such as, Schedule, and Coaching. [sn_mgr_workspace_filter_configuration]
    Schedule
    • User [sys_user]
    • User Skill [sys_user_has_skill]
    • Agent Schedule [sys_shift_planning_agent_schedule]
    • Schedule Event [sn_shift_planning_event]
    • Manager Groups database view [sn_wfo_manager_group]
    Coaching
    • Skill [cmn_skill]
    • Skill Category M2M [cmn_skill_m2m_category]
    • Group Member [sys_user_grmember]

    Manager Workspace

    Tableau 4. Roles
    Role title [name] Description Contains roles
    Manager Workspace User [sn_mgr_workspace.user] Grants read access to home and list modules. workspace_user
    Manager Workspace Manager [sn_mgr_workspace.manager] Grants read access to primary group, additional managers, and the approval button.
    • sn_mgr_workspace.user
    • sn_wfo.user
    Manager Workspace Admin [sn_mgr_workspace.admin] Grants administrative rights to create, read, update, and delete (CRUD) all applications and settings in Manager Workspace.
    • sn_mgr_workspace.manager
    • workspace_admin
    • ui_builder_admin
    Tableau 5. Properties
    Properties Description
    cnm_skills.ws_max_users_swap_skill_matrix The maximum limit for the number of users that allows you to swap axes in the skill matrix.
    • Type:Integer
    • Default value:50
    Tableau 6. Performance Analytics Indicators
    Indicator Name Description
    No. of cases resolved Number cases resolved the first time it was handled.
    No. of cases not updated in last 30 days Number of cases that are not updated since 30 days.
    No. of resolved cases reopened Number of cases reopened because issues were not addressed properly.
    No. of escalated open cases Number of cases that are not worked on and are escalated.
    Tableau 7. Scheduled jobs
    Scheduled job Description
    Daily Data Collection Runs the job daily and collects data for all teams indicators.
    Historic Data Collection Runs the job and collects historic data for all teams indicators.
    Weekly Data Collection Runs the job weekly and collects data for all indicators in Manager Workspace.

    Scheduling

    Tableau 8. Roles
    Role title [name] Description Contains roles
    Shift Planning User [sn_shift_planning.user] Grants read access for scheduling including the ability to view schedules and shifts.
    Shift Planning Agent [sn_shift_planning.agent] Grants agents access to their calendar and request shift swap or time-off. sn_shift_planning.user
    Shift Planning Admin [sn_shift_planning.admin] Grants administrative access to create, read, update, and delete (CRUD) schedules and work shifts.
    • sn_shift_planning.approver
    • sn_shift_planning.user
    • sn_shift_planning.agent
    Tableau 9. Tables
    Table Description
    sn_shift_planning_time_worked_summary Stores the time worked summary of an agent.
    sn_shift_planning_agent_time_work Stores the agent's time worked, such as clock-in and clock-out timings. If an agent logs in early or logs out late, then the shift start and shift end times are stored in place of clock-in and clock-out timings.
    sn_shift_planning_agent_time_attendance Stores the clock-in and clock-out timings of agents. Data is retrieved when an agent logs in, logs out or changes the presence state.
    Tableau 10. Properties
    Property Description
    sn_shift_planning.number_of_days_to_cache Number of days to cache agent schedules.
    • Type: Integer
    • Default value: 5
    sn_shift_planning.enable_schedule_adherence Calculates and displays schedule adherence information for your agents.
    • Type: Boolean
    • Default value:True
    sn_shift_planning.early_clockin_threshold Threshold settings indicate how many minutes early or late an agent can clock-in or clock-out to the scheduled time without being considered non-adherent. This is the acceptable duration of time flexibility for an agent to start work before the scheduled start time.
    • Type: Integer
    • Default value:60 min
    sn_shift_planning.adherence_threshold Set the percentage for a threshold in adherence. The agents who do not qualify to be above the defined threshold value (70%) are considered non-adherent agents.
    • Type: Integer
    • Default value:70%
    sn_shift_planning.conformance_lower_threshold Set the lower threshold percentage for flexibility in conformance. The agents who do not qualify for the defined lower and upper conformance threshold values (80-120) are considered non-conformance agents.
    • Type: Integer
    • Default value:80%
    sn_shift_planning.conformance_upper_threshold Set the upper threshold percentage for flexibility in conformance. The agents who do not qualify for the defined lower and upper conformance threshold values (80-120) are considered non-conformance agents.
    • Type: Integer
    • Default value:120%
    sn_shift_planning.auto_clockout_threshold Threshold time for the system to wait and generate automatic clock-out events when agents forgets to clock-out. For example, if an agent's planned work shift is 8 AM to 5 PM and fails to clock out at 5 PM, the system waits for 60 min as threshold time and generates an automatic clock-out event.
    • Type: Integer
    • Default value:60 min
    Tableau 11. Scheduled Jobs
    Name Description
    Shift Planning - Delete All Agent Schedules Cache Deletes cache from the sn_shift_planning_agent_availability table.
    • Runs automatically everyday at 2:30 am
    • Run this job on-demand when you import data.
    Clock-out event generation (For scenarios where clock-out event does not get triggered) Generates clock-out events every 4 hours if agents haven't clocked-out.
    Remarque :
    Consider an agent's work shift timings are from 8 AM to 5 PM and sn_shift_planning.auto_clockout_threshold property value is set to 60 minutes. The agent clocks-in and fails to clock out, the scheduled job waits till 6 PM(5 PM+60 minutes) and if there is no clock out till 6 PM, the system generates a clock-out event with agent's shift end time.
    Populate Agent Time Worked Summary Runs daily to calculate the time worked, adherence and conformance based on agent's planned and actual work shift timings of the previous day. The values are stored in [sn_shift_planning_time_worked_summary] table.
    Update Wrapper End Time for Actual Work Events Runs daily to make sure the actual work wrapper end-time is equal to last clock-out time.
    [Schedule Adherence] Daily Data Collection Runs the job daily and collects data for all teams indicators.
    [Schedule Adherence] Historic Data Collection Runs the job and collects historic data for all teams indicators.
    [Schedule Adherence] Weekly Data Collection Runs the job weekly and collects data for all indicators in Manager Workspace.

    Setting the due date for time-off and shift-swap request approvals:Administrators can configure the due date logic for the Time Off Request and Shift Swap Request approval flows. The approval due date is set as the number of days before the request start date. The default is set to two days which means if the approval is not approved two days before the request start date, it will be auto-rejected. For information on configuring flows, refer to Build your first flow in Flow Designer.

    Demand Forecast

    Tableau 12. Forecast configurations
    Name Description
    Cases Assigned Collects data for cases.
    Chat Interactions Created Collects data for chat interactions.

    The WFO Forecast time series metric retention policy is available by default for all forecast configurations. By default, this retention policy stores data at a 15min interval for the past three years for all zboot customers.

    Tableau 13. Resource conversion formula
    Name Formula to create this resource forecast configuration
    Resources for Sales Support ([FC:Chat Interactions Created] * [FP:Average Chat Work Time - Sales Support]
    Resources for Service Support ([FC:Cases Assigned]*[FP:Average Case Work Time - Service Support]) + ([FC:Chat Interactions Created]*[FP:Average Chat Work Time -Service Support])
    Resources for Tech Support ([FC:Cases Assigned]*[FP:Average Case Work Time - Tech support])+([FC:Chat Interactions Created]*[FP:Average Chat Work Time -Tech Support])
    Tableau 14. Forecast Parameters
    Name Description
    Service Support: Average Case Work Time Average time a service support agent worked on a case. Time is measured in hours. The default value is 0.5.
    Service Support: Average Chat Work Time Average chat duration a service support agent had for each interaction. Time is measured in hours. The default value is 0.25.
    Tech Support: Average Case Work Time Average time a tech support agent worked on a case. Time is measured in hours. The default value is 1.
    Tech Support: Average Chat Work Time Average chat duration a tech support agent had for each interaction. Time is measured in hours. The default value is 0.5.
    Sales Support: Average Chat Work Time Average chat duration a sales support agent had for each interaction. Time is measured in hours. The default value is 0.5.

    If you create forecast parameters for a forecast configuration, the values set in the configuration are used instead of the default forecast parameters listed in the forecast properties section. For information on configuring forecast parameters, see Modify forecast parameters to visualize forecast data.

    Tableau 15. Forecast Properties
    Name Description
    sn_agent_forecast.forecast_interval The smallest interval (in minutes) at which historical data is collected and forecasts are generated. Valid values are 15 and 60.
    sn_agent_forecast.number_of_historical_days_in_timeseries_chart The number of historical days that will be plotted in time series chart in Manager Workspace.
    Tableau 16. Roles for Demand Forecast
    Role title [name] Description Contains roles
    Forecast admin [sn_agent_forecast.admin] Grants administrative rights to create, read, update, and delete (CRUD) forecast configuration tables.
    • sn_agent_forecast.users
    • clotho_admin
    Forecast user [sn_agent_forecast.user] Grants read access to forecast configuration tables.
    Tableau 17. Tables for Demand Forecast
    Table Description
    Forecast Configuration [sn_agent_forecast_configuration] Define data collection definition and resource conversion formula configurations.
    Forecast Parameter [sn_agent_forecast_parameter] Define forecast parameters required for the formula.
    Forecast Configuration group [sn_agent_forecast_configuration_m2m_sys_user_group] Associate resource conversion formula with assignment groups.
    By default, forecast configurations are available for the following groups:
    • Sales Support
    • Service Support
    • Tech Support
    Tableau 18. Schedule jobs for Demand Forecast
    Name Description
    Collect daily data for demand forecast data collection definitions Runs daily at 2 am. For any table defined in the Data Collection Definition configuration, it counts the number of records from the previous day for each hour for every group and stores it in the MetricBase.
    Forecast resources for future Runs daily at 3 am. Calculates the forecast resources for the future based on the collected data and stores the data in the Agent Forecast metric in MetricBase.
    Create cases and chats for previous day Daily job that creates demo cases and chats for previous day.
    Delete case demo data​ Deletes cases older than 90 days​. Not enabled by default.
    Delete interaction demo data Deletes chats older than 90 days​. Not enabled by default.
    Tableau 19. On Demand jobs for Demand Forecast
    Collect historical data for demand forecast data collection definitions Runs on demand. Collects historical data daily for every hour for the past three years for automated forecast configuration.
    Generate forecasting demo data

    Runs on demand. Collects data for data collection definitions for past 90 days​. Runs Forecast resources for future jobs to generate volume forecasts and staffing plan for next 30 days​. Activates Create cases and chats for previous day job to create cases and chats​.

    Teams

    Tableau 20. Roles
    Role title [name] Description Contains roles
    Teams User [sn_team_perf.team_performance_user] Grants access to read KPI tables.
    • sn_wfo.user
    • pa_analyst
    Teams Admin [sn_team_perf.team_performance_admin] Grants access to create and configure KPIs, KPI groups, and assignment groups in the Teams module.
    • sn_wfo.admin
    • sn_team_perf.team_performance_user
    Tableau 21. Properties
    Property Description
    sn_team_perf.kpi_group.max_parent_kpis The maximum number of parent indicators that you can add to one KPI group.
    • Type:Integer
    • Default value:5
    sn_team_perf.kpi_group.max_supporting_kpis The maximum number of supporting KPIs you can define for a parent KPI.
    • Type:Integer
    • Default value:10
    sn_team_perf.ws.max_assignment_groups The maximum number of assignment groups prioritized by order number to display on the Teams application in Manager Workspace.
    • Type:Integer
    • Default value:15
    sn_team_perf.default_date_range The default date range set in the date range picker.
    • Type:Integer
    • Default value:30

    Coaching

    Tableau 22. Roles
    Role title [name] Description Contains roles
    Coaching Admin [sn_coaching.admin] Grants administrative rights to create, read, update, and delete (CRUD) coaching opportunities, assessments, training, and skills.
    • sn_coaching.coach
    • sn_lc.learning_admin
    Coaching Coach [sn_coaching.coach] Grants administrative rights to create, read, or update coaching opportunities, assessments, training, and skills.
    • sn_coaching.trainee
    • pa_viewer
    • sn_lc.catalog_manager
    Coaching Trainee [sn_coaching.trainee] Grants access to add training, assessments, and skill records.
    • skill_user
    • pa_viewer
    • survey_reader
    Important :
    This feature is available with the Workforce Optimization for HR from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for CS configurable workspace.
    Tableau 23. Business rule
    Business rule Table Description
    Calculate coaching survey score Assessment Instance [asmt_assessement_instance] Sets the feedback rating based on the survey score.
    Tableau 24. Coaching opportunities
    Coaching Opportunity Name Description Table
    Coaching Opportunity for SLA Breach Coaching opportunity for the agents who worked on the critical and high priority cases that breached SLA. Task SLA [task_sla]
    Coaching Opportunity for low CSAT Coaching Opportunity for the agents who worked on cases that has a customer satisfaction score less than 4. Case Report [sn_customerservice_case_report]
    Coaching Opportunity for skills award verification Coaching Opportunity for verification of skills awarded to agents. Case [sn_customerservice_case]
    Knowledge Management Process: Coaching on quality of knowledge articles Coaching Opportunity for the agents who need to improve the quality of a knowledge article by reviewing the assessment. Case [sn_customerservice_case]
    Coaching Opportunity for high TTR Coaching Opportunity for the agents who worked on a case that had time to resolution more than 3 days. Case Report [sn_customerservice_case_report]
    Interaction: Coaching Opportunity for Handling Time Coaching Opportunity for the agents who worked had handle time more than 10 mins on an interaction. Interaction [interaction]
    Remarque :
    You can customise the coaching opportunities for low CSAT, high TTR, SLA breach, and handling time based on your business needs.
    Important :
    This feature is available with the Workforce Optimization for HR from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for CS configurable workspace.
    Tableau 25. Coaching Surveys
    Name Description
    Chat Quality Survey Survey associated with the Chat Interaction coaching opportunity. The coach assess the agent using this survey after the agent completes a chat interaction.
    Case Quality Survey Survey associated with the Case Interaction coaching opportunity. The coach assess the agent using this survey after the agent completes a case interaction.
    Tableau 26. Properties
    Property Description
    sn_coaching.learning_default_duration Number of days to read the knowledge article or complete training. The admin (sn_wfo.admin) sets the number of days for the trainee to complete reading the article or complete the training. The number of days is converted to the due date for the trainee to complete the training. It is calculated from the current date taking the trainee's time zone into consideration.
    • Type:Integer
    • Default value:5
    sn_coaching.exclude_weekends_on_training_due_date Excludes weekends when the due date is set for trainees to complete training.
    • Type:true | false
    • Default value:true

    Coaching with Learning

    Important :
    This feature is available with the Workforce Optimization for HR from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for CS configurable workspace.
    Tableau 27. Roles
    Role title [name] Description Contains Roles
    Learning admin [sn_lc.learning_admin] Grants administrative rights to create, read, update, and delete (CRUD) catalog, learning content, roles, and configure learning source.
    • sn_lc.catalog_manager
    • sn_hr.integr_fw.admin
    Learning catalog manager [sn_lc.catalog_manager] Grants administrative rights to create, read, or update learning catalogs.
    • sn_lc.task_creator
    • sn_lc.content_writer
    Learning catalog group manager [sn_lc.catalog_group_manager] Grants administrative rights to create, read, or update learning catalogs based on groups.
    • sn_lc.task_creator
    • sn_lc.content_writer
    Learning content creator [sn_lc.content_creator] Grants administrative rights to create, read, or update internal courses. sn_lc.content_reader
    Learning content writer [sn_lc.content_writer] Grants read or write access for learning courses. sn_lc.content_creator
    Learning content reader [sn_lc.content_reader] Grants read access for learning courses. sn_lc.content_reader
    Learning content advisor [sn_lc.learning_advisor] Can assign learning tasks. sn_lc.learning_advisor
    Learning task creator [sn_lc.task_creator] Grants read or write access for learning tasks. sn_lc.task_creator
    Tableau 28. Tables
    Table Description
    Learning External Content

    [sn_lc_external_content]

    		 Stores details of external course items that are pulled from third-party systems.
    Learning User Course Activity

    [sn_lc_user_course_activity]

    		 Stores details of learning course activities such as user to whom the course is assigned, status, due date, and name of the learning course.
    Learning Content

    [sn_lc_content]

    		 Stores details of internal learning content such as knowledge articles, videos that are created in ServiceNow.
    Learning Course Item

    [sn_lc_course_item]

    		 Stores details of learning course items, such as the source to which the learning course belongs.
    Learning Catalog

    [sn_lc_catalog]

    		 Stores details of learning catalog items with its course items.
    Learning Task

    [sn_lc_learning_task]

    		 Stores details of learning tasks, such as user to whom the learning task assigned, and due date by when the learning task must be completed.
    Learning System Configuration

    [sn_lc_learning_system_configuration]

    		 Stores configuration parameters of sources (third-party learning management systems).
    Tableau 29. Properties
    Property Description
    glide.ui.sn_coaching_assessment_activity.fields Edit coaching assessment activities.
    • Type: string
    • Default value: assigned_to,cmdb_ci,state,impact,priority,opened_by,work_notes,comments,*Attachments*,assessment_of
    sn_coaching.recommended_learning_deprecated Coaching Recommended Trainings is being deprecated and replaced with the Learning Tasks and course items from Coaching with Learning.
    • Type: string
    • Default value: true
    sn_coach.lrn.exclude_weekends_on_learning_task_due_date Enable property to exclude weekends while setting the due date for learning tasks.
    • Type: true|false
    • Default value: true
    sn_coach_lrn.learning_list_menu_props Data array properties for the now-list-menu component on the Learning Tasks tab, coaching module.
    • Type: string
    • Default value: script for data array
    com.glide.transform.json.max-partial-length Transforms JSON objects to internal objects and sets the word limit for records fetched through an API call.
    • Type: integer
    • Default value: 16384
    Remarque :

    You must Add this system property to set the desired value.
    com.snc.process_flow.reporting.serialized.val_size_limit Specify the number of bytes allowed for runtime values in each step in the flow execution details. To prevent truncation, set the value to an integer equal to or less than zero.
    • Type: integer
    • Default value: 16384
    Important :
    This feature is available with the Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for CS configurable workspace.

    Skill Recommendation

    Tableau 30. Roles
    Role title [name] Description Contains roles
    Skill Recommendation User [sn_sre.user] Grants rights to view skill recommendation tables. wfo.user
    Skill Recommendation Admin [sn_sre.admin] Grants administrative rights to edit the properties for skill recommendation.
    • wfo.admin
    • sn_sre.user
    Navigate to Skill Recommendation > Configuration to configure these properties.
    Tableau 31. Properties
    Property Description

    Enable skill recommendation.

    sn_sre.enable_skill_recommendation    		 Enable this property to start recommending skills for agents.
    • Type:true | false
    • Default value:true

    Maximum number of skills to predict based on supervised learning.

    sn_sre.max_supervised_skills    		 Using supervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction.
    • Type:Integer
    • Default value:3

    Maximum number of skills to predict based on supervised learning.

    sn_sre.max_unsupervised_skills    		 Using unsupervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction.
    • Type:Integer
    • Default value:3

    Number of times Predictive Intelligence must predict the same skill for an agent before recommending it for the agent.

    sn_sre.user_predicted_skill_threshold    		 The number of times Predictive Intelligence must predict the same skill for an agent before recommending the skill for the agent.
    • Type:Integer
    • Default value:20

    Similarity solution definition to recommend skills from similar cases.

    sn_customerservice.unsupervised_solution_definition_for_cases    		 Name of the Predictive Intelligence solution definition used for predicting skills to resolve cases using unsupervised learning. If you have created your own solution definition, you can replace the default one with the one you have created.
    • Type:String
    • Default value:ml_sn_sn_customerservice_global_recommend_similar_skills_for_cases

    Similarity solution definition to recommend skills for cases.

    sn_customerservice.supervised_solution_definition_for_cases    		 Name of the Predictive Intelligence solution definition used for predicting skills to resolve cases using supervised learning. If you have created your own solution definition, you can replace the default one with the one you have created.
    • Type:String
    • Default value:ml_sn_sn_customerservice_global_recommend_skills_from_similar_cases
    Tableau 32. Scheduled job
    Scheduled job Description
    Start skill prediction Runs the job every day at 1 AM on all incidents that were closed the previous day. Recommends the skills used to close the incidents to resolve similar open incidents.
    Tableau 33. Tables
    Table Description
    User Predicted Skill [sn_sre_user_predicted_skill]
    • Stores how many times a skill has been predicted for the user.
    • Skills not recommended in the last 60 days are automatically deleted from this table.
    Task Predicted Skill [sn_sre_task_predicted_skill]
    • Stores the skills predicted to resolve each type of incident.
    • Records created over 60 days ago are automatically deleted from this table.