Coaching in Workforce Optimization for Customer Service

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Coaching in Workforce Optimization for Customer Service

    Workforce Optimization for Customer Service enables managers and coaches to review and assess the quality of completed customer interactions and tasks. This helps enhance team skills by assigning targeted training based on performance assessments and adding relevant skills to agents' profiles.

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    Key Features

    • Predictive Intelligence Skill Recommendations: The system uses machine learning to analyze cases resolved with specific skills and tracks which agents completed those tasks. When an agent consistently completes tasks requiring a skill not yet in their profile, the system recommends adding that skill once a set threshold (e.g., 10 tasks) is met.
    • Manager Approval: Skill recommendations are sent to managers who review and approve adding the skill to the agent’s profile.
    • Advanced Work Assignment (AWA): Once skills are added to an agent’s profile, AWA automatically assigns tasks requiring those skills to the qualified agents, improving task-agent matching.
    • Coaching and Training: Coaches can use surveys and assessments to identify improvement areas, assign relevant training, and track trainee progress based on these evaluations and skill recommendations.

    Benefits for ServiceNow Customers

    By leveraging Predictive Intelligence and structured coaching workflows, ServiceNow customers can:

    • Effectively identify and close skill gaps within their customer service teams.
    • Automate skill assignment and task distribution for better operational efficiency.
    • Enhance agent performance through targeted training and validated skill development.
    • Gain actionable insights into team capabilities and improvement opportunities via assessments and surveys.

    This capability supports continuous workforce development, ensuring agents are well-equipped to handle customer interactions and improving overall service quality.

    Learn how you can review and assess the quality of completed interactions and tasks. Enhance your teams' skills set by assigning them training based on the assessments and add skills to their profile when they get trained.

    Infographic displaying how predictive intelligence assesses agent skills and recommends training for agents. For more information, see the text the follows.

    Here's an example of how Workforce Optimization for Customer Service uses Predictive Intelligence to recommend skills for agents:
    Table 1. Scenario for recommending skills using predictive intelligence
    Step Description Example
    1. Predictive Intelligence associates the cases that were closed using similar skills and then groups the tasks by the agents who resolved them. Predictive Intelligence looks at the similarity between the tasks that were resolved using the skill Firewall.
    2. When agents resolve cases, the Skill Recommendation application stores the skill and agent associations. Agent A completes a task that requires the skill Firewall, but that skill is not in the agent's user profile yet.
    3.

    System administrators set the threshold for the skill and agent associations.

    When the threshold is reached, the Skill Recommendation application recommends to the agent's manager that the skill be added to an agent's profile.

    The system administrator sets the threshold at 10. That means the agents have to complete at least 10 tasks that require a specific skill, before the predictive intelligence engine can recommend that specific skill for the agents.

    Agent A completes 10 tasks that required the skill Firewall, and currently Agent A is not assigned skill Firewall. The Skill Recommendation application recommends the skill Firewall for Agent A to the agent's manager.
    4. The manager approves and adds the skill to the agent's profile. Agent A's manager approves the skill Firewall and adds that skill to Agent A's profile.
    5. Advanced work assignment (AWA) uses the new skills that were added to the agent's profile, looks up tasks that require those skills, and assigns the agents to complete those tasks. When a task requires the skill Firewall, Agent A is automatically considered for that task assignment.
    6. Over time, the Predictive Intelligence machine learning algorithms learn which skills were assigned to the agents to resolve the cases.

    The infographic shows how you can use Predictive Intelligence to recommend skills for your agents.

    Infographic displaying work assigned to agents based on their skills by using Predictive Intelligence and Skill Recommendation application.
    As a coach, you can:
    • Use surveys to evaluate your team's performance.
    • Recognize improvement opportunities and assign training tasks.
    • Assess a trainee's ability to resolve cases.
    • Assign training that is based on the assessments.
    • Add skills to a trainee's profile that is based on a recommendation from Predictive Intelligence.

    As a trainee, you can get trained to address your skill gaps.