Domain separation in Workforce Optimization for Customer Service
Summarize
Summary of Domain Separation in Workforce Optimization for Customer Service
Domain separation in Workforce Optimization for Customer Service allows organizations to logically group data, processes, and administrative tasks into distinct domains. This capability enables control over user access and visibility of data, ensuring that service provider use cases are met efficiently. It is important to note that, starting with the Tokyo release, Legacy Workforce Optimization will be phased out but will still receive support.
Show less
Key Features
- Data Separation: Data is organized into domains, impacting user interface, cache keys, reporting, and aggregations.
- Out-of-the-Box Functionality: No additional setup or configuration is required to enable domain separation.
- Support for Multiple Domains: The instance owner must configure the application to work across multiple tenants.
- Specific Use Cases: For example, customer interactions via chat will show responses from service providers tailored to their specific domain.
Key Outcomes
With domain separation, workforce optimization becomes more efficient, allowing agents to access only relevant information based on their assigned domain. Each domain maintains its own scheduling, reporting, and team management functionalities, enhancing operational clarity and security.
Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process.
Support level: Basic
- Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
- The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
- The owner of the instance must set up the application to function across multiple tenants.
Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
How domain separation works in Workforce Optimization for Customer Service
Domain separation in Workforce Optimization for Customer Service does not require any setup or configuration.
Domain separation for Channel Management in Workforce Optimization for Customer Service
The work items, such as cases, interactions, and their associated actions, appear based on the selected domain. For information on how work assignments are routed based on domain in Channel Management, refer to Domain separation and Advanced Work Assignment
- Service Channel Reports [m2m_awa_service_channel_report]
- Queue Reports [m2m_awa_queue_report]
Domain separation for Scheduling in Workforce Optimization for Customer Service
When an agent schedule is generated and assigned to an agent, the schedule is only available in the domain that agent belongs to.
- sn_shift_planning_agent_schedule
- sn_shift_planning_agent_schedule_request
- sn_shift_planning_break
- sn_shift_planning_day
- sn_shift_planning_event
- sn_shift_planning_schedule_plan
- sn_shift_planning_schedule_shift
- sn_shift_planning_schedule_shift_agent
- sn_shift_planning_shift_plan
- sn_shift_planning_shift_swap_request
Domain separation for Teams in Workforce Optimization for Customer Service
The sn_wfo_add_manager table is domain separated. When users are added as additional managers, those users can only view users within that domain.
Domain separation for Skill Recommendation in Workforce Optimization for Customer Service
- sn_sre_task_predicted_skill
- sn_sre_user_predicted_skill
Domain separation for Coaching in Workforce Optimization for Customer Service
For information on how domain separation works in Coaching for Workforce Optimization for ITSM, refer to Domain separation and Coaching.