Teams components in Workforce Optimization for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.

    Roles

    Role title [name] Description
    Teams User [sn_team_perf.team_performance_user] Grants access to read KPI tables.
    Teams Admin [sn_team_perf.team_performance_admin] Grants access to create and configure KPIs, KPI groups, and assignment groups in the Teams module.

    Teams Manager [sn_team_perf.team_performance_manager]

    Grants access to Team Performance module in Manager Workspace.

    Properties

    Property Description
    sn_team_perf.kpi_group.max_parent_kpis The maximum number of parent indicators that you can add to one KPI group.
    • Type:Integer
    • Default value:5
    sn_team_perf.kpi_group.max_supporting_kpis The maximum number of supporting KPIs you can define for a parent KPI.
    • Type:Integer
    • Default value:10
    sn_team_perf.ws.max_assignment_groups The maximum number of assignment groups prioritized by order number to display on the Teams application in Manager Workspace.
    • Type:Integer
    • Default value:15
    sn_optimize.default_date_range The default date range set in the date range picker.
    • Type:Integer
    • Default value:30

    Indicators

    Indicator Name Description
    Closed Incidents Number of incidents closed.
    Customer Satisfaction Average customer satisfaction for incidents based on CSAT survey results. This indicator is associated with agent and assignment group breakdowns. It provides the customer satisfaction survey results for each agent and the agent's team.
    Quality Provides calculated assessment feedback score.
    Average Handling Time (MTTR) Mean time taken to resolve an incident.
    First Call Resolution Percentage of incidents resolved on first call.
    Trainee Quality Rating Average score, in percentage, of all surveys taken by the coach to assess the trainee.
    Incidents triaged by VA The number of incidents automatically created by the Virtual Agent for your team when tasks are deflected. You must have ITSM Virtual Agent Conversations (com.snc.itsm.virtualagent) installed on your system to analyze this KPI.