Skills Overview in Workforce Optimization for HR

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Use Skills Overview to analyze skill data such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.

    Access Skills Overview from the Teams application:
    1. Go to Workspaces > Manager Workspace.
    2. Click the teams icon.
    3. Select a team.
    4. Click the Skills tab.
    5. Select a skill.

    You can access the Skills Overview page when you click on a skill in a user profile page in any Workforce Optimization for HR application.

    Use cases

    Tabela 1. Use cases
    User Landing page use
    Skill Admin [skill_admin]
    • Analyze all experts available for each skill.
    • Drill down into the skill hierarchy.
    • Number of skills assigned to users and tasks.
    • The mean time taken to resolve incidents for that skill.
    • Visualize how many users you have at different skill levels.

    Indicators

    MTTR of incidents of skill - Mean time taken to resolve incidents with this skill.

    Breakdowns

    The indicator is broken down by Skill.

    Components

    Tabela 2. Components
    Component Name Type Description
    Skill Overview Container [sn-manager-skill-overview-container] Visualization components Contains the following components:
    • Reports
    • Mean Time to Resolution (MTTR) indicator
    • Skill Coverage pie chart
    • Content tree
    • Skill Experts components
    Skill Tree Connected [sn-manager-skill-tree-connected] Tree Displays the skill hierarchy. If the selected skill does not have a skill hierarchy then the component will not display on the Skill Overview page.
    Skill Experts [sn-manager-skill-experts-connected] List Displays all users who are at the expert level for the skill.
    Skill Coverage [now-uxf-visualization-connected] Pie-chart Displays the percentage as well as the number of users with different levels of expertise for the skill.

    Reports

    Importante:
    The Pending Users and Assigned Tasks reports display when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see Activate Workforce Optimization for HR.
    Tabela 3. Reports
    Title Type Source table Description
    Assigned Users Single score User Skill [sys_user_has_skill] The number of users who have the selected skill assigned to them.
    Assigned Tasks Single score Task Skill [task_m2m_skill] The number of tasks for which this skill has been assigned.
    Pending Users Single score Pending Users [sn_lc_learning_task] The numbers of users who are yet to be assigned the selected skill from the learning task.
    Course Items Single score Learning Course Item [sn_lc_course_item] The number of internal and external courses that have the skill associated with the course item.