Workforce Optimization for CSM release notes
The ServiceNow® Workforce Optimization application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization was enhanced and updated in the Australia release.
Workforce Optimization for Customer Service highlights for the Australia release
- 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 Exploring Workforce Optimization for Customer Service for more information.
重要:
Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- 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 in Workforce Optimization for Customer Service
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- 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.
UI changes
- Manager Workspace landing page
- The following UI components have been added on the Manger Dashboard:
- The dashboard includes new AI‑powered widgets — Sentiment Analysis,Trending Topics, and Auto QA
- Help requested can be viewed on the Manager Workspace landing page and in Conversation Monitoring list view.
- The Help requested include different channels, such as Chat, Email, Messaging, Phone and Video.
Activation information
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.