Workforce Optimization for Customer Service CSM 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 Xanadu release.
Workforce Optimization for Customer Service highlights for the Xanadu release
- Create and track recurring meetings with managers and their team members in the team calendar.
- Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.
See Exploring Workforce Optimization for Customer Service for more information.
New in the Xanadu release
- Performance metrics for voice channel
- Monitor and manage the health of voice queues on Channel Management by viewing more metrics and reports from Amazon Connect.
- Recurring meetings in scheduling
- Schedule and track recurring meetings such as training sessions or one-on-one sessions with teammates.
- Scheduling enhancements
- Efficiently manage and monitor time off and shift swap requests.
Changed in this release
- Dispatcher Workspace and Workforce Optimization for Field Service support reflow that enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the Accessibility information section that follows.
Accessibility information
- Accessibility improvements
- Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
- Reflow
-
The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.
This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See for details.
Activation information
Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.