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Workforce Optimization

Create high-performing service teams by optimizing schedules and tasks. Develop intelligent coaching paths to build the skills they need—all in one place.

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Benefits of Workforce Optimization

Rev up team productivity

Gain real-time visibility across channels and work so you can manage for optimal performance.

Forecast agent demand with precision

Model demand scenarios to analyze scheduling impact and make sure you staff properly for surges.

Break cross-team siloes

Manage normal and on-call shifts from one place. Track coverage, swaps, and time-off requests.

Engage your workforce

Empower your agents to guide their skill growth using integrated coaching and recommended courses.

Features of Workforce Optimization

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An easy, intuitive interface for team scheduling

Dynamic scheduling

Manage shifts, on-call lists, and time-off requests to make sure the right staff is always available.

Team and individual performance reporting

Performance reporting

View and filter team and individual data. Drill down into KPIs, set targets, and track progress.

Monitor channels and conversations in real time

Omnichannel optimization

Monitor conversations, analyze voice recordings, and track capacity utilization across all channels.

Help your teams and individuals develop professional skills

Skills and coaching

Upskill your teams based on individual preferences and AI-generated development recommendations.

Additional features

Skills-based routing

Use rules and language detection to identify needed skills and route incidents to the right agent.

Two-way coaching

Let coaches assess agent-caller interactions and agents give feedback on coaching effectiveness.

Queue management

Watch work move through assignment queues, address escalations in real time, and track wait times.

Learning management integrations

Add learning content from internal and third-party systems. Track and assign courses to agents.

Demand forecasting

Let managers set forecast parameters to visualize data and manually adjustment to improve accuracy.

Skills overview

Gain insight into key statistics about each required skill to help make sure your team is proficient.

Process optimization integration

Get visibility into team bottlenecks and database improvement plans to boost process efficiencies.

Schedule management

Set shift preferences, see schedules, and make time-off or shift swaps from desktop and mobile devices.

You might also be interested in…

Process Optimization

Improve outcomes by optimizing process flows to streamline work.

Service Operations Workspace

Manage incidents proactively with clear visibility when services are at risk.

Mobile Agent

Make it easy for agents to triage, act on, and resolve requests on the go.

Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.

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