Workforce Optimization for Customer Service release notes
The ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Washington DC release.
Workforce Optimization for Customer Service highlights for the Washington DC release
- Managers and supervisors can monitor voice queues and key performance indicators (KPIs).
- Managers and agents can synchronize their calendars and events with Microsoft Outlook.
- View performance metrics for consumer messaging channels.
- Agents can sign up for work shifts based on their availability and preference.
See Exploring Workforce Optimization for Customer Service for more information.
Important:
Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Washington DC release
- Performance metrics for voice channel
- Monitor and manage the health of voice queues. Integration of Amazon Connect with Workforce Optimization for Customer Service enables managers to monitor agent and queue performance of voice channel in real time.
- Performance metrics for conversational channels
- Monitor and manage the health of customer service on consumer messaging channels including WhatsApp, Facebook, LINE, and SMS. These performance metrics are visible in Channel Management.
- Integrating Microsoft Outlook with Workforce Optimization for Customer Service
- Synchronize the Workforce Optimization for Customer Service team calendar with Microsoft Outlook so managers and agents can view their schedules and events on Microsoft Outlook.
- Agent shift sign up
- Agents are notified when the schedule plan available for sign up is approaching its due date. Agents can indicate their preference for shifts within a schedule plan.