Workforce Optimization for ITSM Coaching landing page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Workforce Optimization for ITSM Coaching Landing Page

    The Coaching landing page for Workforce Optimization in IT Service Management (ITSM) enables coaches to monitor agent performance and issue resolution quality. This tool allows for the analysis of skill usage patterns and helps identify in-demand skills over time.

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    Key Features

    • Real-Time Data Analysis: Coaches can evaluate metrics such as incident resolution quality, average resolution time, customer satisfaction trends, and skills used.
    • Training Management: Coaches can view lists of overdue training and assessments, allowing them to provide targeted training to agents.
    • Customizable Landing Pages: Admins can create or customize landing pages, prioritizing them based on order for effective monitoring.

    Key Outcomes

    By utilizing the Coaching landing page, coaches can:

    • Assess agent performance and identify skill gaps.
    • Implement corrective actions and training to improve service quality.
    • Enhance overall customer satisfaction through better incident resolution.

    Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.

    Coaching landing page

    End user and roles

    As an admin, you can create or customize landing pages for the coach to monitor the quality of how agents resolve incidents. If you have multiple landing pages, you can set the order for the landing pages. The lower the order, the higher the precedence in displaying the pages.

    End user and goal Required role
    As a coach, you can analyze real-time data such as:
    • The quality of how agents resolved incidents.
    • The mean time it took to resolve the incidents.
    • The trends in customer satisfaction, the type of skills used to resolve incidents, and completed assessments.
    • List of overdue training and assessments.
    		 sn_coaching.coach

    Use cases

    As a coach, you can monitor the quality of agents resolving issues and take corrective actions by assessing their ability to resolve skills and provide them with training to address their skill gaps.

    Indicators

    Indicator name Description
    CSAT Average customer satisfaction based on CSAT survey results.
    Quality Average score, in percentage, of all surveys taken by the coach to assess the trainee.
    Incident Mean Time to Resolve Average time agents have taken to work on an incident until they've marked it as closed or resolved.
    Completed Assessment Assessment closed over time.

    Breakdowns

    • Assigned to
    • Assignment group

    Data visualizations

    Title Type Source table Description
    Trainings ListList Assigned Training [sn_coaching_assessment_recommended_learning] List of training that agents need to complete.
    Coaching Assessments ListList Assessed Record [sn_coaching_assessed_records] List of assessments that coaches need to complete for their agents.