Exploring Workforce Optimization for HR
Summarize
Summary of Exploring Workforce Optimization for HR
Workforce Optimization for HR is designed to help ServiceNow customers efficiently manage and optimize their HR teams. It enables real-time monitoring of agent activities across various channels and queues, supports skill development through coaching, and facilitates efficient scheduling to ensure adequate coverage. This tool provides managers with comprehensive insights into team performance, demand forecasting, and schedule adherence—all from a unified platform.
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Key Features
- Manager Workspace Landing Page: Offers real-time metrics on workload and team performance, including KPIs like case volumes, case status, SLA compliance, and backlog trends, along with approval lists for time-offs.
- Scheduling: Allows managers to view team calendars, assign shifts, define breaks, approve time-off or shift swaps, and create on-call rotations to manage escalations effectively.
- Schedule Adherence: Enables monitoring of agents’ compliance with planned schedules, configuration of adherence formulas, and analysis of historical attendance data to improve team performance.
- Teams Management: Facilitates performance trend monitoring via KPI groups, visibility into multiple teams, detailed agent profiles, skill tracking, and identification of coaching needs.
- Coaching and Skills Assessment: Supports automated scoring and assessment of agent skills, identification of coaching opportunities, tracking of training assignments, and integration with third-party learning management systems (e.g., Udemy, Pluralsight, Cornerstone OnDemand) to assign relevant courses.
Key Outcomes
- Improved workforce efficiency through real-time workload management and scheduling optimization.
- Enhanced agent skills and performance via targeted coaching and skills assessments.
- Streamlined management of agent schedules, adherence, and approvals in a centralized interface.
- Data-driven insights into team and individual performance to support timely decision-making.
- Integration with external LMS platforms for effective training management and skill development.
Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.
Manage and monitor the real-time work being done by your agents across different channels and queues. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams to provide better coverage with integrated channel management.
As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your teams performance, and manage the schedule of all agents in your assignment group—all from a unified location.
As an agent, you can manage your own schedule, access the schedule of your peers and request time off or shift swaps.
Manager workspace landing page
- KPIs: Today's cases, This week's case volume by status, Open cases by service, Last updated open cases by age (No of days)
- Closed cases - SLA met vs. SLA breached: Open case by backlog (line graph of closed cases), Open case by age (graph of 10-15 days, 15-30 days, more than 30 days)
- Approvals: You can see the list of approvals of time offs.
Scheduling
Access your teams' calendar to know which agents are scheduled for coverage and which agents have taken time off.
Using Scheduling, you can also:
- Assign agents to shifts.
- Define break time.
- Preview and publish team schedule.
- Approve agent time-off or shift-swap requests.
- Create on-call shifts and assign primary, secondary rotation groups to handle escalation scenarios.
Schedule Adherence
Access your teams' calendar to know which agents adhered to their planned schedules and make timely decisions to increase your team's performance by setting expected adherence targets.
Using Schedule Adherence, you can also:
- Configure and tweak the schedule adherence and conformance formulas and properties so that you can customize them for your organization.
- Access the schedule of all of your teams from one location and gain insights on whether your team is complying with published schedules.
- Analyze the historical time attendance of your team members.
- View planned versus actual historical data for your team and individual agents.
Teams
Monitor performance trends for your teams using KPI groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location.
Using Teams, you can also:
- Identify all the teams you manage as well as the ones you have visibility into.
- Analyze the KPIs that are crucial for your team.
- Drill into agents within each team and monitor their performance.
- Access each agent's profile to view details such as their manager, peers, and assignment groups.
- Drill down into each agent's skills or recommend them for coaching.
Coaching and Skills Assessment
Enhance the quality of work done by your agents using Coaching. Assess agent skills and recommend the ones that they require to resolve issues. Identify coaching opportunities based on the recommendation and train the agents to acquire those skills.
Using Coaching, you can also:
- Automate the scoring, grading, and assessment of agent skills.
- Use coaching opportunities to create assessments.
- Track training assigned to agents based on their assessments.
- Analyze the skill gap and recommend training.
- Managers can assign courses to agents from third-party learning management systems (LMS), such as Udemy, Pluralsight, and Cornerstone OnDemand.