Combined Workforce Optimization for CSM release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated July 20, 2026
  • 5 minutes to read
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    Summary of Combined Workforce Optimization for CSM Release Notes for Upgrades from Zurich to Australia

    This document consolidates all Workforce Optimization for Customer Service Management (CSM) release notes relevant to customers upgrading from the Zurich release family to Australia. It provides a comprehensive view of new features, changes, removals, and activation instructions to help ServiceNow customers efficiently prepare and execute their upgrade.

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    New Features

    • Location-Based Holiday Calendar Management: Enables automatic syncing of regional holiday calendars with agent schedules, improving shift planning accuracy and reducing manual adjustments by displaying location-specific holidays in agents’ My Calendar.
    • Manager Workspace Enhancements:
      • Introduction of a new AI Insights tab featuring Sentiment Analysis, Trending Topics, and Auto QA widgets for real-time customer sentiment, interaction trends, and quality evaluations.
      • The Manager Dashboard is now decoupled and can be installed and configured independently for a modular experience, focusing on alerts and core performance, work management, and resource visibility widgets.
      • Managers can access Help Request alerts and Operational Insights when Channel Management is integrated with the Manager Dashboard.
    • Real-time Call Monitoring and Coaching: Supervisors can monitor, whisper-coach, or barge into live voice calls within Manager Workspace, with features including silent monitoring, real-time transcription, and session control via the NVC utility panel.
    • Help Request Interaction Management: Managers can view and segment Help Requests by channel (Chat, Email, Messaging, Phone, Video) on both Manager Workspace and Channel Management landing pages to take prompt action.
    • Schedule Management as a Standalone Capability: Provides a separate licensing model for Schedule Management via the "com.snshiftplanning" plugin, allowing independent deployment without requiring other Workforce Optimization modules. Scheduling extensions support shift and roster management for Field Service Management (FSM) and Retail, enabling phased adoption.

    Changes, Removals, and Deprecations

    No updates, removals, or deprecations were introduced between the Zurich and Australia releases for Workforce Optimization for CSM.

    Activation and Installation

    Workforce Optimization for CSM Australia release can be installed by requesting the app from the ServiceNow Store. Customers should refer to the ServiceNow Store for app availability, version history, and request submission guidelines.

    Additional Considerations

    • Browser, Accessibility, and Localization: No changes or new requirements were introduced in these areas between Zurich and Australia releases.
    • Upgrade Preparation: Customers should review pre- and post-upgrade tasks as outlined in the release notes to ensure a smooth transition.

    Key Benefits for ServiceNow Customers

    • Improved workforce scheduling accuracy and compliance through automated regional holiday management.
    • Enhanced managerial insights and operational visibility via AI-powered analytics and modular dashboards.
    • Empowered supervisors with advanced real-time support tools for agent coaching and customer interaction management.
    • Flexible deployment options for schedule management, supporting phased implementation and broader service scenarios.

    Consolidated page of all release notes for Workforce Optimization for CSM from Zurich to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading Workforce Optimization for CSM to Australia

    Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    New features

    Between your current release family and Australia, new features were introduced for Workforce Optimization for CSM.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    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.
    • 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 Workspace landing page
    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.
    • Managers can view Help Request alerts and Operational Insights when Channel Management is used with the Manager Dashboard. These capabilities are not available when Channel Management is used without the Manager Dashboard.
    • The Manager Dashboard includes a tab-based layout with widgets for Customer Signals and Quality Management — Sentiment Analysis, Trending Topics, and Auto QA. Managers can access the Operations Insights tab with widgets such as Performance, Work Management, and Resource Management when additional capabilities are enabled.
    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
    • 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.
    [Placeholder link text to key schedule-management-capabilities-in-csm-configurable-workspace]
    Enable Schedule Management schedule management capabilities in CSM configurable workspace:
    • Provide a standalone licensing and entitlement model for Schedule Management schedule management using the  "com.sn_shift_planning" plugin.
    • Support independent deployment of Schedule Management schedule management without Forecasting, Intraday Management, Coaching, or other Workforce Optimization modules.
    • Extend scheduling to support shift and roster management for FSM and Retail, enabling phased use of Workforce Optimization modules.

    Changes

    Between your current release family and Australia, some changes were made to existing Workforce Optimization for CSM features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some Workforce Optimization for CSM features or functionality were removed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Deprecations

    Between your current release family and Australia, some Workforce Optimization for CSM features or functionality were deprecated.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Activation information

    Review information on how to activate Workforce Optimization for CSM.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    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.

    Additional requirements

    If any additional requirements were introduced or changed for Workforce Optimization for CSM we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Workforce Optimization for CSM we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Workforce Optimization for CSM, such as specific requirements or compliance levels.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Workforce Optimization for CSM we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Workforce Optimization for CSM we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    • 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.
    • Enhance the Manager Dashboard with standalone installation support and new AI-powered widgets (Sentiment Analysis, Trending Topics, and Auto QA) to provide actionable insights.
    • Support real-time supervisor assistance during customer calls in Manager Workspace, enabling monitoring, whisper coaching, and direct participation
    • Analyze the help requested interactions segmented by different channels, such as Chat, Email, Messaging, Phone and Video.
    • Enable Schedule Management as a standalone capability, with backward compatibility for existing deployments and no additional configuration required after activation.

    See Workforce Optimization for Customer Service for more information.