---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Workforce Optimization for HR Overview

# Workforce Optimization for HR Overview {#ariaid-title1}

Workforce Optimization for HR simplifies the daily routine of HR Agent
Managers to develop high-performing teams by optimizing schedules and work assignments, respond to
ad hoc changes in real time, manage time-off requests and providing the skills they need to
succeed---all in one workspace.

## Workforce Optimization for HR {#ariaid-title2}

Manage and maintain the productivity of your workforce from a single application using
Workforce Optimization for HR. With this application, you can efficiently route work
to your team, manage your team's skills and schedules, and monitor their performance.

The application is available on configurable workspaces. Administrators can configure and
customize the workspace using the application capabilities to complete the service objectives
efficiently.  
Workforce Optimization for HR WFO enables you to do these tasks:

* Gain real-time visibility into work items, escalations, and KPIs by each channel so you can manage for optimal performance.
* Manage normal work shifts and on-call shifts from one, centralized experience. Track shift coverage, swaps, and time off requests.
* Forecast agent demand with precision modeling demand scenarios to analyze impact to agent schedules, and update forecast to properly staff for demand surges.
* Empower agents with the skills they need to succeed using internal and external learning management platforms.
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### Workforce Optimization for HR key features {#configurable-wfo-hr__section_pch_nzg_5kb}

Automating employee coaching and training
:   Assess your team's performance  and set coaching plans to improve their skills.

Integrated application data
:   Drive workforce optimization effectively by managing schedules, shifts, and queues for
    your teams. You can assess skills, automate agent recommendations based on those skills, and
    provide mentoring opportunities for employees.

Scheduling

:   Manage the scheduling for your organization from a central location. You can create shift
    plans, schedule plans, assign agents to shifts, and publish the schedules. Manage teams'
    approvals, swap agents' shifts, and forecast agent staffing scenarios.

Team performance

:   You can organize each of your teams into assignment groups. You can define a set of key
    Performance Indicators (KPIs) to analyze the performance of all groups within that team.
    From a central location, you can drill into the metrics for a group, an agent, or an
    incident within that team.

### Get started {#configurable-wfo-hr__section_nh4_wdg_gmb}

|-|-|-|
| [Explore ![Explore]() Learn about how managers use Workforce Optimization for HR.](IRh26ynAJuepbNzd8Pc5gA "Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.") | [Configure ![Configure]() Plan and configure your implementation.](scemjofVaGcA9jfVOdcHkQ "Enable Workforce Optimization for HR and configure settings to use Scheduling, Teams, and Coaching applications.") | [Use ![Use]() Schedule, coach and train your agents.](8PZTMPk_HEFN5PI_dwAYKg "Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.") |
| [Reference ![Reference]() Learn about the components and roles installed with Workforce Optimization for HR.](AjzdkmBhrSaF3bUo2g3F1g#wfo-hr-reference "Workforce Optimization for HR reference includes information about the roles, system properties, and tables installed.") |   |   |
[ ]

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### Additional resources {#configurable-wfo-hr__section_zgs_c3m_3hc}

* Learn more about what's new and changed, see the [HR Service Delivery
  release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US).
* Log in to your ServiceNow® account and find additional information about implementing and deploying features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices).
* Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow)
* Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html).
* Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/).
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