---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for Customer Service

# Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for Customer Service {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Add a system property to display the desired indicator in the Coaching
Overview tab in the Coaching application.

## Before you begin

Important:  
Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.  
Important:  
This feature is available with the Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) from the ServiceNow Store. To enable this feature, see [Activate Workforce
Optimization for CS configurable workspace](https://www.servicenow.com/docs/S8ODn~TaEH_jeTpqw5h1Mg "Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.").

Set the map application scope to Coaching. For information on
how to set the scope, see [Set map application
scope](https://www.servicenow.com/docs/access?context=set-map-application-scope&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US).

Role required: admin

## About this task

Replace the existing indicator with any Performance Analytics indicator that has the
Assigned to and Assignment group breakdowns to display in the Coaching Overview tab in the Coaching application.

## Procedure

1. In the application navigator, enter <kbd class="ph userinput">sys_properties.list</kbd>.
2. Click New.
3. Enter the following field values.  
   {#add-property-coaching-quality-indicator-configurable-wfo-cs__table_yfh_h3p_f4b__entry__2}

   | Field | Value |
   |-|-|
   | Name | sn_coaching.coaching_overview_default_quality_indicator |
   | Application | Coaching |
   | Type | string |
   | Value | {"title": "\<name\>", "sys_id": "\<sys id\>"} where \<name\> is the name of the indicator that you want to display in the Coaching Overview tab and \<sys id\> is the [unique record identifier](https://www.servicenow.com/docs/access?context=c_UniqueRecordIdentifier&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) (sys_id) of the indicator. Example: * Name: % of P1 incidents resolved on first call. * Sys ID: 0423e59387401010ca99e12397cb0bbb {#add-property-coaching-quality-indicator-configurable-wfo-cs__ul_wck_lw2_h4b}{"title": "% of P1 incidents resolved on first call", "sys_id": "0423e59387401010ca99e12397cb0bbb"} |
   | Read roles | sn_coaching.coach |
   [Table 1. System property form field]

   {#add-property-coaching-quality-indicator-configurable-wfo-cs__table_yfh_h3p_f4b}
4. Click Submit.  
   The configured indicator replaces the existing indicator in the Overview tab in the Coaching application in Workforce Optimization for Customer Service.