Workforce Optimization enhances team productivity and engagement with real-time performance views, focused training, and skills growth.
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 See Brief Watch Video Dynamic scheduling
Manage shifts, on-call lists, and time-off requests to make sure the right staff is always available.
Performance reporting
View and filter team and individual data. Drill down into KPIs, set targets, and track progress.
Omnichannel optimization
Monitor conversations, analyze voice recordings, and track capacity utilization across all channels.
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.
Resources See All Resources Solution Briefs Develop High-Performing Service Teams with Workforce Optimization ServiceNow ITSM Pro and Enterprise Overview Infographics Winning the Day with ITSM Pro and Enterprise
How to get Workforce Optimization
Workforce Optimization is available with these ServiceNow® products.
IT Service Management
Transform the impact, speed, and delivery of IT services.
Customer Service Management
Connect customer service with other teams to resolve issues quickly.
HR Service Delivery
Deliver the right experience to employees anywhere.
You might also be interested in… Process Mining
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.
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