Workforce Optimization for ITSM Coaching landing page

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Workforce Optimization for ITSM Coaching landing page

    The Coaching landing page allows administrators and coaches to monitor agent performance in resolving incidents, analyze skill usage, and identify training needs. It provides insights into quality metrics and customer satisfaction, enabling targeted improvements in service delivery.

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    Key Features

    • Performance Monitoring: Coaches can assess how effectively agents resolve issues by reviewing real-time data and trends.
    • Quality Metrics: Key indicators such as customer satisfaction (CSAT), average resolution time, and assessment completion rates are available for evaluation.
    • Customizable Landing Pages: Admins can create and organize multiple landing pages for coaches, prioritizing their display order.
    • Overdue Training Tracking: Coaches can access lists of overdue training and assessments to ensure agents meet their development needs.

    Key Outcomes

    By utilizing the Coaching landing page, coaches can effectively identify skill gaps, implement targeted training programs, and enhance overall agent performance, leading to improved incident resolution and higher customer satisfaction.

    Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.

    Coaching landing page

    End user and roles

    As an admin, you can create or customize landing pages for the coach to monitor the quality of how agents resolve incidents. If you have multiple landing pages, you can set the order for the landing pages. The lower the order, the higher the precedence in displaying the pages.

    End user and goal Required role
    As a coach, you can analyze real-time data such as:
    • The quality of how agents resolved incidents.
    • The mean time it took to resolve the incidents.
    • The trends in customer satisfaction, the type of skills used to resolve incidents, and completed assessments.
    • List of overdue training and assessments.
    		 sn_coaching.coach

    Use cases

    As a coach, you can monitor the quality of agents resolving issues and take corrective actions by assessing their ability to resolve skills and provide them with training to address their skill gaps.

    Indicators

    Indicator name Description
    CSAT Average customer satisfaction based on CSAT survey results.
    Quality Average score, in percentage, of all surveys taken by the coach to assess the trainee.
    Incident Mean Time to Resolve Average time agents have taken to work on an incident until they've marked it as closed or resolved.
    Completed Assessment Assessment closed over time.

    Breakdowns

    • Assigned to
    • Assignment group

    Data visualizations

    Title Type Source table Description
    Trainings ListList Assigned Training [sn_coaching_assessment_recommended_learning] List of training that agents need to complete.
    Coaching Assessments ListList Assessed Record [sn_coaching_assessed_records] List of assessments that coaches need to complete for their agents.