--- 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 --- # Workforce Optimization overview # Workforce Optimization for HR Overview {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Workforce Optimization for HR Overview Workforce Optimization for HR streamlines the management of HR Agent Managers' daily tasks by providing a unified workspace to optimize team schedules, work assignments, and respond to real-time changes. It also facilitates managing time-off requests and skill development to build high-performing HR teams. Note that this application is planned for deprecation in July 2027, with no current replacement. Show full answer Show less ## Key Features * **Real-Time Visibility:** Monitor work items, escalations, and key performance indicators (KPIs) by channel to optimize team performance. * **Shift and Schedule Management:** Centralized management of normal and on-call shifts, including shift coverage, swaps, and time-off requests. * **Demand Forecasting:** Use precision modeling to forecast agent demand and adjust staffing for demand surges effectively. * **Skill Development:** Empower agents with necessary skills through integration with internal and external learning management systems. * **Employee Coaching and Training:** Assess team performance and set coaching plans to improve skills systematically. * **Integrated Application Data:** Manage schedules, shifts, and queues while automating agent recommendations based on skill assessments. * **Team Performance Management:** Organize teams into assignment groups and define KPIs to analyze and drill down into performance metrics at group, agent, or incident levels. ## Practical Use for ServiceNow Customers ServiceNow customers can leverage Workforce Optimization for HR to enhance HR team productivity by centralizing workforce management tasks in one configurable workspace. The application supports efficient scheduling, performance monitoring, coaching, and skill development, enabling HR managers to respond dynamically to operational changes and forecast staffing needs with precision. Administrators can customize workspaces to align with service objectives and ensure teams have the right skills and schedules to meet organizational demands. ## Additional Resources * Guidance on configuring and implementing Workforce Optimization for HR. * Access to training and career resources through ServiceNow University. * Best practices and community engagement via the Customer Success Center and Now Community. * HR Service Delivery release notes for updates and changes. Workforce Optimization for HR simplifies the daily routine of HR Agent Managers to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed---all in one workspace. Note: Workforce Optimization for HR (com.sn_hr_wfo) is planned for deprecation in July 2027. There is no replacement for this application as of now. ## Workforce Optimization for HR {#ariaid-title2} Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for HR. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. The application is available on configurable workspaces. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently. Workforce Optimization for HR WFO enables you to do these tasks: * Gain real-time visibility into work items, escalations, and KPIs by each channel so you can manage for optimal performance. * Manage normal work shifts and on-call shifts from one, centralized experience. Track shift coverage, swaps, and time off requests. * Forecast agent demand with precision modeling demand scenarios to analyze impact to agent schedules, and update forecast to properly staff for demand surges. * Empower agents with the skills they need to succeed using internal and external learning management platforms. {#configurable-wfo-hr__ul_lsc_y54_bmb} ### Workforce Optimization for HR key features {#configurable-wfo-hr__section_pch_nzg_5kb} Automating employee coaching and training : Assess your team's performance  and set coaching plans to improve their skills. Integrated application data : Drive workforce optimization effectively by managing schedules, shifts, and queues for your teams. You can assess skills, automate agent recommendations based on those skills, and provide mentoring opportunities for employees. Scheduling : Manage the scheduling for your organization from a central location. You can create shift plans, schedule plans, assign agents to shifts, and publish the schedules. Manage teams' approvals, swap agents' shifts, and forecast agent staffing scenarios. Team performance : You can organize each of your teams into assignment groups. You can define a set of key Performance Indicators (KPIs) to analyze the performance of all groups within that team. From a central location, you can drill into the metrics for a group, an agent, or an incident within that team. ### Get started {#configurable-wfo-hr__section_nh4_wdg_gmb} |-|-|-| | [Explore Learn about how managers use Workforce Optimization for HR.](https://servicenow-prod.fluidtopics.net/mZkVhk3ElIkx~vS~dZanCw "Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.") | [Configure Plan and configure your implementation.](https://servicenow-prod.fluidtopics.net/Pmonyip139QYWkHspy_yzg "Enable Workforce Optimization for HR and configure settings to use Scheduling, Teams, and Coaching applications.") | [Use Schedule, coach and train your agents.](https://servicenow-prod.fluidtopics.net/~V6x8J~fzBq2Qxuco07S9w "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.") | | [Reference Learn about the components and roles installed with Workforce Optimization for HR.](https://servicenow-prod.fluidtopics.net/JeCIE9lacaVhoI72gSkgNA#wfo-hr-reference "Workforce Optimization for HR reference includes information about the roles, system properties, and tables installed.") | | | [ ] {#configurable-wfo-hr__table_nlp_srv_zqb} ### Additional resources {#configurable-wfo-hr__section_dpg_yjt_3hc} * Learn more about what's new and changed, see the [HR Service Delivery release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US). * Log in to your ServiceNow® account and find additional information about implementing and deploying features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices). * Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow) * Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html). * Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/). {#configurable-wfo-hr__ul_epg_yjt_3hc}