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
Manage shifts, on-call lists, and time-off requests to make sure the right staff is always available.
View and filter team and individual data. Drill down into KPIs, set targets, and track progress.
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.
Use rules and language detection to identify needed skills and route incidents to the right agent.
Let coaches assess agent-caller interactions and agents give feedback on coaching effectiveness.
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.
Let managers set forecast parameters to visualize data and manually adjustment to improve accuracy.
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.
Set shift preferences, see schedules, and make time-off or shift swaps from desktop and mobile devices.
See All Resources
Develop High-Performing Service Teams with Workforce Optimization
ServiceNow ITSM Pro and Enterprise Overview
Gartner Magic Quadrant for IT Service Management Tools
Winning the Day with ITSM Pro and Enterprise
Ways to Boost IT Agent Productivity and Cut Costs While Delivering Stellar Service
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.
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Improve outcomes by optimizing process flows to streamline work.
Service Operations Workspace
Manage incidents proactively with clear visibility when services are at risk
Make it easy for agents to triage, act on, and resolve requests on the go.
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