Using Workforce Optimization for Customer Service

Enhance the quality and efficiency of your teams using channel management capabilities, smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

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] article in the Now Support Knowledge Base.

• Workforce Optimization for Customer Service manager workspace landing page
  Monitor your teams' work and organizational performance using Workforce Optimization for Customer Service.
• Channel Management in Workforce Optimization for Customer Service
  Use Channel Management to keep a track of the real-time performance of work done by your team members through channels and queues views. You can also drill down into specific cases and chats and collaborate with your team members to achieve better results.
• Assigning work using Work Scheduler in Workforce Optimization for Customer Service
  Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.
• Scheduling in Workforce Optimization for Customer Service
  By using Scheduling, you can manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
• Understanding user criteria for event types in Workforce Optimization for Customer Service
  Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.
• Teams in Workforce Optimization for Customer Service
  Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
• Coaching in Workforce Optimization for Customer Service
  By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
• Mobile experience for Workforce Optimization for Customer Service
  Manage customer service cases from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.