Coaching components in Workforce Optimization for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 5 minutes to read
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    Summary of Coaching Components in Workforce Optimization for ITSM

    The Workforce Optimization for ITSM plugin enhances coaching capabilities within ServiceNow, enabling organizations to manage coaching opportunities, assessments, and training effectively. By enabling this plugin, users gain access to specific roles and tables designed to streamline coaching processes in IT service management.

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    Key Features

    • Roles: Various roles facilitate administrative tasks, including granting permissions for creating and managing coaching opportunities, assessments, and training materials.
    • Coaching Opportunities: Triggers for coaching include SLA breaches and prolonged interaction times for phone calls, chats, and walk-up requests.
    • Coaching Surveys: Specific surveys associated with different interaction types help coaches assess agent performance after each interaction.
    • Coaching with Learning: This feature, enabled by an additional plugin, allows for the integration of learning content and tasks into the coaching process.
    • Learning Content Management: Various roles and tables support the creation, management, and tracking of learning materials and course activities.
    • Recommendation Grouping: Default recommendation groups are available based on user activity, team performance, and course popularity, enhancing personalized learning experiences.

    Key Outcomes

    By implementing the Workforce Optimization for ITSM, organizations can expect improved coaching efficiency and effectiveness. Coaches can leverage structured opportunities and surveys to assess and enhance agent performance. Additionally, the integration of learning tasks ensures that agents are continually developing their skills, leading to better service delivery and customer satisfaction.

    Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).

    Roles

    Role title [name] Description Contains roles
    Coaching Admin [sn_coaching.admin] Grants administrative rights to create, read, update, and delete (CRUD) coaching opportunities, assessments, training, and skills.
    • sn_coaching.coach
    • sn_lc.learning_admin
    Coaching Coach [sn_coaching.coach] Grants administrative rights to create, read, or update coaching opportunities, assessments, training, and skills.
    • sn_coaching.trainee
    • pa_viewer
    • sn_lc.catalog_manager
    Coaching Trainee [sn_coaching.trainee] Grants access to add training, assessments, and skill records.
    • skill_user
    • pa_viewer
    • survey_reader

    Coaching Opportunities

    This coaching opportunity Triggers when
    Coaching on Incident SLA Breach An SLA is breached.
    Coaching on interaction long call time A phone call lasts longer than 10 minutes.
    Coaching on interaction long chat time A chat interaction lasts longer than 30 minutes.
    Coaching on interaction long walk-up time A walk-up interaction lasts longer than 60 minutes.

    Coaching surveys

    Name Description
    Phone Quality Survey Survey associated with the Phone Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a phone interaction.
    Chat Quality Survey Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction.
    Walk-up Quality Survey Survey associated with the Walk-up Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a walk-up interaction.

    Business rule

    Business rule Table Description
    Calculate coaching survey score Assessment Instance [asmt_assessement_instance] Sets the feedback rating based on the survey score.

    Coaching with Learning

    Important:
    This feature is available with the Coaching with Learning plugin (sn_coach_lrn) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for ITSM configurable workspace.

    Roles in Coaching with Learning

    Role title [name] Description Contains Roles
    Learning admin [sn_lc.learning_admin] Grants administrative rights to create, read, update, and delete (CRUD) catalog, learning content, roles, and configure learning source.
    • sn_lc.catalog_manager
    • sn_hr.integr_fw.admin
    Learning course catalog admin [sn_lc.learning_course_catalog_admin] Grants administrative rights to create, read, or update learning course catalogs.
    Learning catalog manager [sn_lc.catalog_manager] Grants administrative rights to create, read, or update learning libraries.
    • sn_lc.task_creator
    • sn_lc.content_writer
    Learning catalog group manager [sn_lc.catalog_group_manager] Grants administrative rights to create, read, or update learning libraries based on groups.
    • sn_lc.task_creator
    • sn_lc.content_writer
    Learning content writer [sn_lc.content_writer] Grants read or write access for learning courses. sn_lc.content_creator
    Learning content advisor [sn_lc.learning_advisor] Can assign learning tasks.
    Learning task creator [sn_lc.task_creator] Grants read or write access for learning tasks.

    Tables in Coaching with Learning

    Table Description
    Learning External Content

    [sn_lc_external_content]

    		 Stores details of external course items that are pulled from third-party systems.
    Learning User Course Activity

    [sn_lc_user_course_activity]

    		 Stores details of learning course activities such as user to whom the course is assigned, status, due date, and name of the learning course.
    Learning Content

    [sn_lc_content]

    		 Stores details of internal learning content such as knowledge articles, videos that are created in ServiceNow.
    Learning Course Item

    [sn_lc_course_item]

    		 Stores details of learning course items, such as the source to which the learning course belongs.
    Learning Catalog

    [sn_lc_catalog]

    		 Stores details of learning catalog items with its course items.
    Learning Task

    [sn_lc_learning_task]

    		 Stores details of learning tasks, such as user to whom the learning task assigned, and due date by when the learning task must be completed.
    Learning System Configuration

    [sn_lc_learning_system_configuration]

    		 Stores configuration parameters of sources (third-party learning management systems).

    Properties in Coaching with Learning

    Property Description
    glide.ui.sn_coaching_assessment_activity.fields Edit coaching assessment activities.
    • Type: string
    • Default value: assigned_to,cmdb_ci,state,impact,priority,opened_by,work_notes,comments,*Attachments*,assessment_of
    sn_coaching.recommended_learning_deprecated Coaching Recommended Trainings is being deprecated and replaced with the Learning Tasks and course items from Coaching with Learning.
    • Type: string
    • Default value: true
    sn_coach.lrn.exclude_weekends_on_learning_task_due_date Enable property to exclude weekends while setting the due date for learning tasks.
    • Type: true|false
    • Default value: true
    sn_coach_lrn.learning_list_menu_props Data array properties for the now-list-menu component on the Learning Tasks tab, coaching module.
    • Type: string
    • Default value: script for data array
    com.glide.transform.json.max-partial-length Transforms JSON objects to internal objects and sets the word limit for records fetched through an API call.
    • Type: integer
    • Default value: 16384
    Note:

    You must Add this system property to set the desired value.

    When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail.
    com.snc.process_flow.reporting.serialized.val_size_limit Specify the number of bytes allowed for runtime values in each step in the flow execution details. To prevent truncation, set the value to an integer equal to or less than zero.
    • Type: integer
    • Default value: 16384
    Note:
    When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail.
    sn_coach_lrn.learningpath_detail_viewmore Number of course item records on learning path page that will display in Service Operations Workspace.
    • Type: integer
    • Default value: 50
    sn_coach_lrn.sn_lc_enable_discover Enables the Discover tab in the Service Operations Workspace learning application.
    • Type: Yes|No
    • Default value: Yes
    sn_coach_lrn.sn_lc_enable_recommendations Enables learning path recommendations in the Service Operations Workspace learning application.
    • Type: Yes|No
    • Default value: Yes

    Surveys in Coaching with Learning

    Name Description
    Phone Quality Survey Survey associated with the Phone Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a phone interaction.
    Chat Quality Survey Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction.
    Walk-up Quality Survey Survey associated with the Walk-up Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a walk-up interaction.

    Recommendation grouping

    The recommendation groups listed in the table below are available by default to the logged-in user's primary assignment groups.
    Note:
    You can deactivate the recommendations for the recommendation groups provided by default, but you cannot delete them. To deactivate the recommendations, in the Recommendations related list in the Context form, change the Active field value to false.
    You can create additional recommendations and recommendation groups and associate them with recommendation contexts. For more information, see Recommended Actions application
    Recommendation group name Recommendation provided based on this criteria
    Based on your work items The work you’ve done in the past.
    Based on your team's activity The activities from the teams to which you belong.
    Based on your previous courses Courses you’ve completed in the past.
    Most popular in your team Courses that are considered the most popular by your team.
    New from your library Courses in your learning library.
    Most popular in your organization Courses that are most popular in your organization.
    New from your catalogs New courses in your course catalog.

    Deleting course activity records

    Course activity records are used for learning recommendations and are retained for 365 days by default. Do the following to change the number of days, represented as Age in seconds, for which you want to retain the record.
    1. In the application filter navigator, enter sys_auto_flush.LIST and press Enter. The Auto Flushes list displays.
    2. In the Tablename column, select the Learning User Course Activity [sn_lc_user_course_activity] table.
    3. In the Age in seconds field, change the value to the time you desire to retain the records.