This video is an overview of Workforce Optimization for ITSM.
IT Service Teams are constantly shifting between multiple applications and
products to get their work done. Scheduling, training and reporting
are all time-consuming activities that require a lot of attention.
For this, managers need to be actively engaged with their teams.
Whether it's helping to solve a problem or coach an agent,
managers have a lot of responsibilities. Workforce Optimization for ITSM helps managers and
teams respond to the changing demand and service expectations they face daily, by using...
- advanced omni-channel routing, - shift scheduling
- demand forecast - skill-based routing
- performance reporting - and coaching.
The Cloud Call Center helps deflect incidents. And with the mobile app, agents and managers
can conveniently request and approve schedule changes.
Now we'll show you how one IT Service Desk Manager is changing
the way she and her team get work done. Ingrid Menard is the manager of a support team.
When she starts her day, she needs to see a real-time assessment of her team
and the workload demand they’re facing - in order to prioritize their work
On the Manager Landing page, she can see all of her team's work, as well as critical and
unassigned incidents, chats in progress, and the quality of service they’re providing.
Channel managers can manage queues, monitor team performance,
and analyze the status of incidents and chats using the Channels landing page.
Coaches can monitor their agents’ performance and patterns in skill usage
and measure the quality of how they resolved issues using the Coaching landing page.
The Channel Management application gives her a configurable,
real-time look at channel specific metrics to understand what her team is working on.
She can also view the details of ongoing work, queues, and agent availability.
Ingrid can integrate any third-party telephony service, like Amazon Connect,
using Cloud Call Center to deflect incidents. She can monitor the chat queues and messages
in real-time, and jump into interactions to help agents, without the end-user knowing.
If she wants to reference the call, she can access call recordings and call transcripts,
and analyze sentiment analysis for agents’ interactions with callers.
Scheduling lets her create and update agent schedules with a view of staffing coverage...
...and add shifts to the schedule from the calendar view.
Agents can manage their own schedules by requesting time-off and swapping
shifts with their peers from the team calendar.
They can do this in the workspace, or through the ITSM Mobile Agents app.
And with Virtual agent, they can automate their time-off requests.
This way their manager doesn’t have to manually adjust their schedules.
Demand Forecast lets her plan the number of agents she needs to staff her IT service desk.
The Teams application is a window into the profiles of her teams.
KPI’s that she defines show her team’s performance and efficiency.
She can filter KPIs to the date range she wants to see,
and the app calculates KPI values for the date range she selected.
She can also see details on individual agents to monitor their quality of service and identify
factors in positive and negative scores. Agent profiles provide their individual stats,
assignment groups, team members, technical skills, and more.
Ingrid can use skill-based routing to assign skills to work items based on rules.
The work items are then automatically assigned to the right agents based on those skills.
The Coaching application lets Ingrid monitor
and coach her team to improve the quality of their work.
She can track and compare skills that are most in demand and assign
agents to learn those skills... ...and configure individual quality
indicators to show where agents might need coaching or training.
She can also track quality score trends for each team she manages.
Coaching opportunities let her automatically trigger assessments for quality improvement
and do surveys to assess trainees. Here, she can evaluate agent performance
using embedded assessments to rate them, provide feedback, assign skills, and train them.
On the skills tab, she can manage all her team’s skills and proficiencies
using the Skill Matrix. Predictive Intelligence makes
skill recommendations to automate the maintenance of her team’s skills.
Additionally, Predictive Intelligence recommends skills if agents have worked
on an incident that requires a skill they don’t have.
This automation of Skills Management helps her see the skill coverage across her teams.
Workforce Optimization for ITSM combines the tools that IT Service managers and
agents need in one intuitive product. This all makes it just a little easier to
adapt to ever- changing technology -- while providing a great service experience.
For more information, see our product documentation, knowledge base, or podcast.
Or ask a question in the ServiceNow Community.