---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using Workforce Optimization for HR

# Using Workforce Optimization for HR {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enhance the quality and efficiency of your teams using smart scheduling, team structure,
and real-time refreshing single scores. Monitor chat conversations and help agents on cases.
Assess the quality of tasks completed, recommend skills for agents, and train them to address
skill gaps.
* **[Workforce Optimization for HR Manager workspace](https://servicenow-prod.fluidtopics.net/uiL311mKSfC00Q~rU8SHDQ)**   
  Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.
* **[Teams in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/Fp1Ot7nWOr4PNmyljAdKQQ#using-teams-wfo-hr)**   
  Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
* **[Scheduling in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/w2SFDRySMHI4l4SYuyrBqw)**   
  Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
* **[Coaching in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/xOc6VCM0BP7I_n1rMjRqVA)**   
  Use Coaching in Workforce Optimization for HR to assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments.