--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Exploring Workforce Optimization for Customer Service # Exploring Workforce Optimization for Customer Service {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura Use Workforce Optimization for Customer Service 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. Provide timely help to your team members to solve cases faster and help with complex customer issues. 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. ## Legacy Manager workspace landing page {#explore-configurable-wfo-cs__section_tbt_qgw_4lb} The landing page provides a real-time overview of the current workload and the team performance. View the following metrics using advance score cards, combo cards, and line charts having multiple data sets such as: * KPIs: Number of cases resolved on first contact, Number of cases not updated last 30 days, Number of resolved cases re-opened, Number of escalated open cases * Work Items: Total open cases, Waiting work items, and Help requested * Agents: Total agents, Time-off requests, Shift swap requests * Open Cases: Open case by backlog (graph of open and unassigned cases), Open case by age (graph of 10-15 days, 15-30 days, more than 30 days) * Critical open cases: You can see the list of open critical cases that are refreshed every 60 seconds. {#explore-configurable-wfo-cs__ul_yf5_jzz_5kb}For more information, see [Legacy Manager Workspace landing page](https://servicenow-prod.fluidtopics.net/pPxMsb9f9ekTDAOJhkUzzQ "The Manager Workspace landing page displays metrics of the ongoing work and helps managers to take informed decisions."). ## Manager workspace landing page {#explore-configurable-wfo-cs__section_zs5_hrh_tdc} The landing page offers a real-time view of key performance metrics, team updates, and real-time alerts that improve collaboration. View metrics using various score cards, donuts, gauge, line charts, and bars having multiple data sets. For more information, see [Manager Workspace landing page](https://servicenow-prod.fluidtopics.net/gB7tHYEl83veNV5IkhdDVA "The Manager Workspace landing page provides managers with real-time alerts and key metrics that reflect the overall health and performance of the organization. By consolidating work and resource management data, managers can effectively oversee team performance, optimize agent utilization, and drive continuous improvement."). ## Channel management {#explore-configurable-wfo-cs__section_rtt_c3w_dlb} Monitor your teams in real time and jump in their chat conversations to help when there's a need. Using Channels, you can also: * Review the real-time performance of your teams across various channels and queues. * Review pending work items and manually allocate some of the work items to available agents. * Monitor the actual work being performed by your team members. * Monitor the status of the queues. * Track and change the real-time presence and capacity utilization of your team members. {#explore-configurable-wfo-cs__ul_y35_j4h_jmb}For more information, see [Channel Management in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/ilgxvhAOxUZf1k11fnCcRg "​Learn how you can use channel management capabilities to monitor important metrics across different channels and queues."). ## Scheduling {#explore-configurable-wfo-cs__section_fj2_13w_dlb} Access your teams' calendar to see 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. {#explore-configurable-wfo-cs__ul_s1w_n3p_vlb}For more information, see [Scheduling in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/eVEXmFzGCCEOHrTxGvaTrA "Learn how you can plan shifts that include break time for your agents to effectively manage their schedule in Workforce Optimization for Customer Service. Publish schedules to view the agent schedules on the team calendar."). ## Schedule Adherence {#explore-configurable-wfo-cs__section_ygl_xyn_gq3} Access your teams' calendar to see 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. {#explore-configurable-wfo-cs__ul_l1n_yzc_2lb}For more information, see [Schedule Adherence in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/zgxJLmpE4zxIcQMft8ujHQ "You can use schedule adherence to monitor whether your team members are adhering and conforming to the schedules and to improve the operational efficiency of your organization."). ## Demand Forecasting {#explore-configurable-wfo-cs__section_bd2_zzn_dqb} Forecast the demand for teams and predict resources based on historical data. Using Demand Forecasting, you can also: * View the agent staffing forecast at 15, 30, and 60-minute intervals on the team calendar. * Adjust and prioritize schedules, tasks, breaks, and meetings for the agents without impacting service objectives. * Use historical data and forecast the contact volumes (cases and interactions) at 15-minute intervals. {#explore-configurable-wfo-cs__ul_cd2_zzn_gqb}For more information, see [Demand Forecast in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/mS6cMsg3aA~kFAd_dm2QZw#explore-demand-forecast-configurable-wfo-cs "Demand Forecast enables managers to view their agent staffing forecast at 15-, 30-, and 60-minute intervals on the team calendar. This feature enables managers to adjust and prioritize schedules, tasks, breaks, and meetings for their agents without impacting service objectives. Learn how you can use Demand Forecast to predict resources based on historical data."). ## Teams {#explore-configurable-wfo-cs__section_fq2_c3w_dlb} Monitor performance trends for your teams using Key Performance Indicator (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 that 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 suggest them for coaching. {#explore-configurable-wfo-cs__ul_zqh_p3p_vlb}For more information, see [Teams in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/_ulEhJZfu~_OrScR8z6MrA "Learn how 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. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location."). ## Coaching and Skills Assessment {#explore-configurable-wfo-cs__section_nzn_c3w_dlb} 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. * Assign courses to agents from third-party learning management systems (LMS), such as Udemy, Pluralsight, and Cornerstone OnDemand. {#explore-configurable-wfo-cs__ul_vv5_q3p_vlb}For more information, see [Coaching in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/mH04I5kU~yA5wAsCWdM6BQ "Learn how you can review and assess the quality of completed interactions and tasks. Enhance your teams' skills set by assigning them training based on the assessments and add skills to their profile when they get trained.").