Skills Overview in Workforce Optimization for Field Service

Use Skills Overview to analyze skill data, such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.

The following image illustrates the information displayed on the Skills Overview main page, which includes different types of data based on skill such as the overall skill coverage and a skills hierarchy.

Use cases

User	Landing page use
Skill Admin [skill_admin]	Analyze all experts available for each skill. Drill down into the skill hierarchy. Number of skills assigned to users and tasks. Mean time taken to resolve incidents for that skill. Visualize how many users you have at different skill levels.

Indicators

MTTR of incidents of skill - Mean time taken to resolve incidents with this skill.

Breakdowns

The data displayed in the MTTR of incidents of skill indicator is calculated based on the skill used to resolve the incident.

Reports

Important:

The Pending Users and Assigned Tasks reports display when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, seeActivate Workforce Optimization for Field Service.

Title	Type	Source table	Description
Assigned Users		User Skill [sys_user_has_skill]	The number of users who have the selected skill assigned to them.
Assigned Tasks		Task Skill [task_m2m_skill]	The number of tasks for which this skill has been assigned.
Pending Users		Pending Users [sn_lc_learning_task]	The number of users who are yet to be assigned the selected skill from the learning task.
Course Items		Learning Course Item [sn_lc_course_item]	The number of internal and external courses that have the skill associated with the course item.
Skill Overview Container	Visualization components	None	Contains the following components: Reports Mean Time to Resolution (MTTR) indicator Skill Coverage pie chart Content tree Skill Experts components
Skill Tree Connected	Tree	None	The skills hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page.
Skill Experts	List	None	All users who are at the expert level for the skill.
Skill Coverage	Pie chart	None	The percentage as well as the number of users with different levels of expertise for the skill.

Access Skills Overview from Manager workspace

Access Skills Overview from Manager Workspace using either the Scheduling application or the Teams application to analyze skill data.

Before you begin

Role required: skill_admin

About this task

You can access Skills Overview from Manager Workspace using the Teams or Shift Scheduling application.

Note:

You must enable the Coaching with Learning application to view the reports from the application. For information about enabling this application, see Activate Workforce Optimization for Field Service.

Procedure

1. Navigate to All > Workspaces > Manager Workspace.
2. Access Skills Overview from either the Teams application or the Shift Scheduling application.

   Application	Actions
   Teams	Click the Teams icon (). Select a team from the Field Service group list. Click the More tab and then select Skills. Select a skill from the Skill list.
   Shift Scheduling	Click the Schedule icon (). Click the Team calendar tab. Select an agent from the list of users. Click the More tab and then select Skills.

Result

Skills Overview displays the skill data, such as how many skills are assigned to users and tasks along with the data providing the number of experts for a particular skill and the overall skill coverage by your teams.