Combined Workforce Optimization for Customer Service release notes for upgrades from Vancouver to Yokohama

Consolidated page of all release notes for Workforce Optimization for Customer Service from Vancouver to Yokohama.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Yokohama.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Workforce Optimization for Customer Service to Yokohama

Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

New features

Between your current release family and Yokohama, new features were introduced for Workforce Optimization for Customer Service.

Release	Release notes
Vancouver	Work scheduler Manage work of all your teams from a central location. You can get visibility into your entire team workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface. Event types in shifts for effective scheduling Use the Scheduler to create shifts for agents and assign specific event types to those shifts. An event type categorizes the type of work that is done by the agents in those shifts. Including or excluding user criteria for event types As an administrator, you can add or remove access to users for any event type, such as a meeting or training, so that your users can manage the event types that are only relevant to them. Verifying user access for your groups or team members As a manager, you can verify the access of your group or team members to create, read, write, or delete events.
Washington DC	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.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Changes

Between your current release family and Yokohama, some changes were made to existing Workforce Optimization for Customer Service features.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Removed

Between your current release family and Yokohama, some Workforce Optimization for Customer Service features or functionality were removed.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Deprecations

Between your current release family and Yokohama, some Workforce Optimization for Customer Service features or functionality were deprecated.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Activation information

Review information on how to activate Workforce Optimization for Customer Service.

Release	Release notes
Vancouver	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.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Accessibility information

Review details on accessibility information for Workforce Optimization for Customer Service, such as specific requirements or compliance levels.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Localization information

If there are specific localization considerations for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Highlight information

If there are specific highlight considerations for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Vancouver	Manage work of all your teams from a central location using the Work Scheduler. Assign event types to shifts for categorizing work for agents. Enable user criteria for event types to allow user access based on defined conditions. See Exploring Workforce Optimization for Customer Service for more information.
Washington DC	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.
Xanadu	No updates for this release.
Yokohama	No updates for this release.