Exploring Workforce Optimization for ITSM
Summarize
Summary of Exploring Workforce Optimization for ITSM
Workforce Optimization for ITSM is designed to enhance workforce management and team efficiency within your organization. It allows managers to monitor agent demand and skill levels, assess performance, and provide necessary training. Agents can manage their schedules, access peer schedules, and request time off or shift swaps from a centralized interface.
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Key Features
- Channel Management: Monitor real-time performance and route tasks based on agent skills.
- Scheduling: Access team calendars to oversee agent coverage, assign shifts, and manage time-off requests.
- Work Scheduler: Plan and assign work items based on team skills, availability, and capacity.
- Teams: Analyze team performance using KPIs and drill down into individual agent metrics.
- Coaching and Skills Assessment: Use predictive intelligence to recommend skills, automate assessments, and track training progress.
Key Outcomes
By implementing Workforce Optimization for ITSM, organizations can expect improved efficiency in team management, enhanced agent skills through targeted coaching, and effective real-time monitoring of performance. This leads to better coverage and a more responsive service delivery, ultimately meeting customer demands more effectively.
Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.
Workforce Optimization for ITSM overview
As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your teams performance, and manage the schedule of all agents in your assignment group—all from a unified location.
As an agent, you can manage your own schedule, access the schedules of your peers and request time off or shift swaps.
To plan for your Workforce Optimization for ITSM implementation, see Getting started with Workforce Optimization for ITSM.
Workforce Optimization for ITSM workflow
The image displays the manager workflow between the different modules in Workforce Optimization for ITSM. Each of these modules can be used independently or together in the application.
Channel Management
Monitor your team in real time and jump in to help when there’s a need.
- Route work to specific groups based on agent skills
- Review real-time performance as the team is actively working on tasks across channels
- Monitor pending work items in a queue
Scheduling
Access the calendar of your teams to know which agents are scheduled for coverage and which agents have taken time off.
- Assign agents to shifts
- Define break time
- Preview and publish team schedule
- Approve agent time-off or shift-swap requests
Work scheduler
Plan your teams' work and assign work items based on their skills, availability, capacity, and time zone.
- View your teams' shifts, events, and work assignments
- Assign or reassign work items from a central location
- Use matching rules to rank team members
- Add criteria for matching rules to assign work items based on the rules
Teams
Monitor performance trends for your teams using KPI groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location.
- Identify all the teams that you manage as well as the ones you have visibility into
- Analyze KPIs that are crucial for your team
- Drill into agents within each team and monitor their performance
- Access the profile of each agent to view details such as their manager, peers, and assignment groups
- Drill down into the skills for each agent or recommend them for coaching
Coaching and Skills Assessment
Enhance the quality of work done by your agents using Coaching. Use Predictive Intelligence to recommend skills based on issues the agents have resolved. Create coaching opportunities based on the recommendation and train the agents to acquire those skills.
Using this application, you can also:
- Automate the scoring, grading, and assessment of agent skills
- Use coaching opportunities to create assessments
- Track training assigned to agents based on their assessments
- Analyze the skill gap and recommend training
Getting started with Workforce Optimization for ITSM
| Workforce Optimization for ITSM modules | Benefit | Finding tasks to complete in the module |
|---|---|---|
| Channels | Automatically route work to assigned groups | Getting started with Channels in Workforce Optimization for ITSM |
| Schedule | Schedule your teams' work using Schedule | Getting started with Scheduling in Workforce Optimization for ITSM |
| Work Scheduler | Assign work using Work scheduler | Getting started with Work scheduler in Workforce Optimization for ITSM |
| Teams | Analyze team performance using Teams | Getting started with Teams in Workforce Optimization for ITSM |
| Coaching | Train your teams with Coaching with Learning | Getting started with Coaching in Workforce Optimization for ITSM |