Workforce Optimization Overview

The Business Challenge Available as part of the IT

Service Management (ITSM)
Today, managers spend a lot of time digging for data and are limited by rigid tools
Enterprise, HR Service Delivery
to improve the performance of their teams. They are slowed by pulling together
(HRSD) or Customer Service
information and reports from disparate systems to look at snapshots of historical and
Management (CSM) Enterprise
real-time data. This process is a constant sub-optimal experience of manual labor
package.
and frustration, affecting both manager satisfaction and agent engagement.

The ServiceNow Solution Benefits

Boost team productivity
ServiceNow Workforce Optimization (WFO) develops high-performing service teams
and gain real-time visibility into
by optimizing schedules and work assignments, providing near real-time visibility into
work items, escalations, and
incoming work items, and providing the skills they need to succeed—all in one
KPIs by each channel so you
workspace. It’s a solution for managers, leads, and agents which improves the
can manage for optimal
quality and efficiency of service teams and increases team satisfaction.
performance
WFO is a centralized solution that enables managers to manage, monitor, and
mentor their agents. Monitor incoming work items across multiple channels, Forecast agent demand with
including phone with our Voice app. Obtain visibility into team’s performance and precision by modeling demand
set performance targets for your teams and agents. Leverage historical data to scenarios to analyze impact to
predict and recommend skills for agents, and use queues to route work agent schedules, and update
assignments based on an agents assigned groups, capacity, presence, and skills forecast to properly staff for
set. Managers can monitor agent interactions, provide feedback using demand surges.
assessments, and create opportunities to coach and train teams. Agents can also
provide feedback on the effectiveness of the coaching they received. Break cross-team silos and
manage normal work shifts and
Teams and managers have the ability to manage all schedules and shifts from
on-call shifts from one,
one place. They can view, change, and schedule shifts according to demand
centralized experience. Track
and manage time off and shift swap approvals all from one place.
shift coverage, swaps, and time
off requests.

Empower your agents with the

skills they need to succeed
using internal and external
learning management
platforms.

The ServiceNow Difference

Single source of truth for work
across all channels.

Native integration between

work, schedules, reporting and
coaching.

3rd Party Integrations for

external support channels.

Integrated workflows to harness

Managers and coaches can assign course items to enable the agents with the the power of the Now Platform.
skills they need to succeed.
 Key Features
Team scheduling Agent Engagement
Manage shifts, on-call schedules, Empower agents to guide their growth
breaks, and time-off requests against with self-assign learning paths and
Projected Workforce
demands with an intuitive, courses based on their preferences. Optimization savings
omnichannel interface to ensure you Drive higher satisfaction by allowing
always have the right staff on hand. agents to easily set shift preferences to
tailor work subject matter and hours. Queue Management:
Performance Reporting 60% reduction in time
View team and individual Queue Management spent on routing
performance using real operational View work as it moves through
data and dynamically filter data for assignment queues and address Scheduling efficiency:
helpful context. Drill down into each escalations in real time. Track wait
104 hours saved per
KPI and set performance targets to times and assist agents on long calls.
track progress against goals.
agent on scheduling
each year
Learning Management Integrations
Omni-channel Optimization Track and assign learning content from
Monitor conversations, analyze voice internal and third-party systems. Training cost reduction:
recordings, and track capacity Expand the list of available training 10% reduction on
utilization across all channels. courses that managers can assign to turnover in year 1 and
agents. Ability to track course usage to $3,567 on onboarding
Coaching and Skills Growth judge the effectiveness of course. cost per agent
Improving the quality of work done by
your agents using Coaching. Demand Forecasting Reporting:
Use Predictive Intelligence to Managers can set forecast parameters
83 hours saved n
recommend skills based on issues the based on historical trends and make
agents have resolved. Create manual adjustments as needed to
creating reports like
coaching opportunities based on the improve accuracy. As a manager, you annual performance
recommendation and train the agents can make sure the service desk is reviews
to acquire those skills. properly staffed for known peak
periods and enable hourly forecast
Skills-based routing visualization.
Use rules and language detection to
automatically identify skills on new Skills management
incidents and route it to the right Obtain insight into key statistics about
agent. each skill such as the mean-time-to-
resolution (MTTR) for work items that
Bi-directional coaching require that skill, experts for that skill,
Coaches can assess agent’s and much more to ensure your team is
interaction with a caller and gents can proficient.
then provide feedback on the
effectiveness of the coaching. As a Learn more about Workforce
coach, you can use surveys to Optimization
evaluate a team's performance and
recognize improvement opportunities.
and assign training. As a trainee, you
can get trained to address your skill
gaps and ensure you are receiving the
best possible training.

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