Managing teams and schedules in your workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Managing teams and schedules in your workspace

    Workforce Optimization enables efficient management of teams and schedules, allowing managers to coach team members, monitor demand, and enhance agent skills. Both managers and agents can manage schedules, request time off, and track performance from a unified interface. This tool is critical for aligning workforce capabilities with customer demands.

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    Key Features

    • Channel Management: Monitor teams in real time, route work based on skills, and review performance across tasks.
    • Scheduling: Access team calendars, assign shifts, define breaks, and manage time-off requests.
    • Teams Performance Monitoring: Utilize KPI groups to assess team performance and analyze individual agent contributions.
    • Coaching and Skills Assessment: Leverage Predictive Intelligence for skill recommendations, automate assessments, and track training progress.
    • Global Search: Quickly locate users, groups, shifts, and schedules with an integrated search function, requiring specific table indexes for optimal performance.

    Key Outcomes

    By utilizing Workforce Optimization, customers can expect improved team coverage, enhanced agent performance through targeted skill development, and streamlined scheduling processes. This leads to better service delivery and greater alignment with organizational goals. The ability to monitor and coach teams effectively ensures that agents are well-equipped to meet customer needs efficiently.

    Use Workforce Optimization to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams to provide better coverage with integrated channel management.

    As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your teams performance, and manage the schedule of all agents in your assignment group—all from a unified location.

    As an agent, you can manage your own schedule, access the schedule of your peers and request time off or shift swaps.

    Workforce Optimization Overview

    Get an overview of how you can set up Workforce Optimization for ITSM in this video.

    Get an overview of how managers can monitor the status of incidents and the KPIs for organizational performance in this video.

    Channel Management

    Monitor your teams in real time and jump in to help when there is a need.

    Using this application, you can also:
    • Route work to specific groups based on agent skills
    • Review real-time performance as the team is actively working on tasks across channels
    • Monitor pending work items in a queue

    Scheduling

    Access your teams' calendar to know which agents are scheduled for coverage and which agents have taken time-off.

    Using the application, you can also:
    • Assign agents to shifts
    • Define break time
    • Preview and publish team schedule
    • Approve agent time-off or shift-swap requests

    Teams

    Monitor performance trends for your teams using KPI groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location.

    Using the application, you can also:
    • Identify all the teams you manage as well as the ones you have visibility into
    • Analyze KPIs that are crucial for your team
    • Drill into agents within each team and monitor their performance
    • Access each agent's profile to view details such as their manager, peers, and assignment groups
    • Drill down into each agent's skills or recommend them for coaching

    Coaching and Skills Assessment

    Enhance the quality of work done by your agents using Coaching. Use Predictive Intelligence to recommend skills based on issues the agents have resolved. Create coaching opportunities based on the recommendation and train the agents to acquire those skills.

    Using this application, you can also:

    • Automate the scoring, grading, and assessment of agent skills
    • Use coaching opportunities to create assessments
    • Track training assigned to agents based on their assessments
    • Analyze skill gap and recommend training

    Global Search in Workforce Optimization for ITSM

    Important:
    This feature is available with the Workforce Optimization Content Pack for ITSM (sn_wfo_itsm_cnt) from the ServiceNow Store. To enable this feature, see Workforce Optimization for ITSM Reference.
    As an agent or a manager, you can perform a search for users, groups, shifts, schedules, or tasks using the search iconSearch icon in Workforce Optimization for ITSM to easily find the information you need.
    Note:
    To search shifts and schedules, you must generate the text index for the following tables before you start performing the search for shifts and schedules:
    • Schedule [sn_shift_planning_schedule_plan]
    • Shift Plan [sn_shift_planning_shift_plan]