Exploring Workforce Optimization for HR
Summarize
Summary of Exploring Workforce Optimization for HR
Workforce Optimization for HR helps ServiceNow customers efficiently manage and optimize their HR teams. It provides tools to monitor real-time work across multiple channels, coach agents to improve skills, and schedule teams effectively to meet customer demands. Both managers and agents can access unified scheduling and performance management features to enhance workforce productivity and service quality.
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Manager Workspace
The landing page offers a real-time overview of workload and team performance through advanced visualizations like scorecards and charts. Key performance indicators (KPIs) include case volumes, case status by service, and SLA compliance. Managers can also view pending approvals for time off and shift swaps.
Scheduling
Managers can access team calendars to assign shifts, define break times, and publish schedules. The system supports approval workflows for time-off and shift-swap requests. Additionally, on-call shifts with primary and secondary rotation groups can be created to handle escalations.
Schedule Adherence
This feature allows managers to track whether agents follow their planned schedules. It includes configurable adherence formulas, consolidated team calendars, and historical attendance data analysis comparing planned versus actual schedules. These insights help improve team performance.
Teams
Managers can monitor performance trends using KPI groups applied across teams. They can identify teams they manage or have visibility into, analyze critical KPIs, and drill down to individual agent profiles. Agent details include managers, peers, assignment groups, skills, and coaching recommendations.
Coaching and Skills Assessment
Coaching tools enable assessment and enhancement of agent skills to improve issue resolution quality. The system automates skill scoring and grading, identifies coaching opportunities, and tracks assigned training. Managers can assign courses from integrated third-party learning management systems such as Udemy, Pluralsight, and Cornerstone OnDemand to close skill gaps effectively.
Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.
Manage and monitor the real-time work being done by your agents across different channels and queues. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams to provide better coverage with integrated channel management.
As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your teams performance, and manage the schedule of all agents in your assignment group—all from a unified location.
As an agent, you can manage your own schedule, access the schedule of your peers and request time off or shift swaps.
Manager workspace landing page
- KPIs: Today's cases, This week's case volume by status, Open cases by service, Last updated open cases by age (No of days)
- Closed cases - SLA met vs. SLA breached: Open case by backlog (line graph of closed cases), Open case by age (graph of 10-15 days, 15-30 days, more than 30 days)
- Approvals: You can see the list of approvals of time offs.
Scheduling
Access your teams' calendar to know which agents are scheduled for coverage and which agents have taken time off.
Using Scheduling, you can also:
- Assign agents to shifts.
- Define break time.
- Preview and publish team schedule.
- Approve agent time-off or shift-swap requests.
- Create on-call shifts and assign primary, secondary rotation groups to handle escalation scenarios.
Schedule Adherence
Access your teams' calendar to know which agents adhered to their planned schedules and make timely decisions to increase your team's performance by setting expected adherence targets.
Using Schedule Adherence, you can also:
- Configure and tweak the schedule adherence and conformance formulas and properties so that you can customize them for your organization.
- Access the schedule of all of your teams from one location and gain insights on whether your team is complying with published schedules.
- Analyze the historical time attendance of your team members.
- View planned versus actual historical data for your team and individual agents.
Teams
Monitor performance trends for your teams using KPI groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location.
Using Teams, you can also:
- Identify all the teams you manage as well as the ones you have visibility into.
- Analyze the KPIs that are crucial for your team.
- Drill into agents within each team and monitor their performance.
- Access each agent's profile to view details such as their manager, peers, and assignment groups.
- Drill down into each agent's skills or recommend them for coaching.
Coaching and Skills Assessment
Enhance the quality of work done by your agents using Coaching. Assess agent skills and recommend the ones that they require to resolve issues. Identify coaching opportunities based on the recommendation and train the agents to acquire those skills.
Using Coaching, you can also:
- Automate the scoring, grading, and assessment of agent skills.
- Use coaching opportunities to create assessments.
- Track training assigned to agents based on their assessments.
- Analyze the skill gap and recommend training.
- Managers can assign courses to agents from third-party learning management systems (LMS), such as Udemy, Pluralsight, and Cornerstone OnDemand.