Decouple Channel Management dependencies from WFO
Summarize
Summary of Decouple Channel Management dependencies from WFO
Channel Management is an essential tool for monitoring ongoing work and tracking agent performance within ServiceNow. The recent update decouples Channel Management from the core Workforce Optimization (WFO) modules, enabling modular deployment. This allows Channel Management to be updated or scaled independently without affecting other workforce engagement modules. When installed as a standalone module alongside Agent Workspace, other WFO modules are disabled to ensure streamlined operation.
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Key Benefits
- Independent Deployment: Channel Management can be deployed separately, providing greater flexibility and control over updates and scaling.
- Reduced Inter-Module Dependencies: Decoupling minimizes dependencies between modules, improving overall system stability.
- Enhanced Scalability and Maintainability: The architecture improvements facilitate easier management and expansion of Channel Management capabilities.
- Streamlined Future Upgrades: Individual modules can be upgraded more smoothly and efficiently, reducing downtime and complexity.
Roles and Access
Several roles enable effective use of Channel Management within Agent Workspace, independent of the full WFO suite:
- snchannelmgmt.admin: System Administrators create customer care assignment groups and manage channel configurations and assignments.
- snchannelmgmt.user: Managers access Channel Management via Agent Workspace with role-based visibility to handle channel operations independently.
- sncsm.manager: Supervisors can use Channel Management in Agent Workspace without requiring the full WFO suite, allowing focused oversight of channels.
Agent Workspace includes a new Channel Management menu icon on the left pane for easy access. Admins and users can allocate queued work items to group members, enhancing task distribution and monitoring.
Demo Data and Validation
Demo data is available within Agent Workspace to facilitate exploration and validation of Channel Management features. This includes setup for agents and supervisors, creation of customer care assignment groups, and management of inbound communication queues. The demo supports role assignments and ensures all functionalities operate as intended.
Decouple Channel Management from core Workforce Optimization (WFO) modules to support modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement.
Overview of decoupling channel management
- Independent Deployment: Channel Management can now be deployed independently, allowing for greater flexibility and control.
- Reduced Inter-Module Dependencies: The decoupling reduces dependencies between modules, enhancing system stability.
- Enhanced Scalability and Maintainability: The new architecture improves scalability and maintainability, making it easier to manage and expand.
- Streamlined Future Upgrades: Future upgrades for individual modules can be streamlined, ensuring smoother and more efficient updates.
Roles and Responsibilities
| Role Name | Description |
|---|---|
| sn_channel_mgmt.admin (for group manager) | The System Administrator creates a customer care assignment group and manage channel configurations and assignments. |
| sn_channel_mgmt.user (for the additional manager) | The Manager can log into Agent Workspace and access the channel management module through role-based visibility, such as the sn_channel_mgmt.user role. The Manager can utilize Channel Management in Agent Workspace
independently of the full WFO suite. For more details see Configuring groups in Workforce Optimization for ITSM |
Channel Management (New Menu in Agent Workspace)
Role: canvas_user and sn_channel_mgmt.user.
Agent Workspace is updated with a new menu icon ChannelManagement. Admin or user can see and access channel icon on the left pane for channel management in the Agent Workspace. On selecting the new channel menu icon, you can view the service channels. Admins can allocate the work items under Queued Work table, to respective group members.
Channel Management Capabilities for Supervisor Persona
Role: sn_csm.manager.
Enabling the channel management capabilities for the supervisor persona in Agent Workspace allows access to channel management without the need for the full WFO suite. The Manager can log into Agent Workspace and access the channel management module through role-based visibility, such as the sn_channel_mgmt.user role. This ensures that the Manager can use Channel Management in Agent Workspace independently of the full WFO suite.
Demo Data for Channel Management in Agent Workspace
Role: sn_channel_mgmt.admin.
Setting up demo data in Agent Workspace to showcase Channel Management features. The personas involved are an Agent and a Supervisor. The Supervisor creates a customer care assignment group and manage channel configurations and assignments. This group is associated with the customer care chats queue to manage inbound communication effectively. The demo data is provided within Agent Workspace, allowing users to view and interact with it to explore Channel Management functionalities. The validation process includes checking the addition of the new customer care group, populating group members, assigning roles, and ensuring all sections function properly.
For more information on channel management for customer service in workforce optimization, see: Channel Management in Workforce Optimization for Customer Service