---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Workforce Optimization for Customer Service

# Workforce Optimization for Customer Service {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Manage and maintain the productivity of your workforce from a single application using
Workforce Optimization for Customer Service. With this application, you can
efficiently route work to your team, manage your team's skills and schedules, and monitor their
performance.  
Important:  
Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.
Watch this short video to see how managers use Workforce Optimization for Customer Service.

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 Customer Service  
Customer Service Management (CSM) enables you to do these tasks:

* Assess real-time operations and performance of teams and agents across different channels and queues.
* Keep track of ongoing work and provide real-time help to team members for better customer experience.
* Helps organizations ensure that their managers only see the data and views of relevant teams
* Monitor and measure team performance and provide feedback using assessments.
* Predict and recommend skills for agents.
* Identify opportunities to coach and train your teams.
{#configurable-wfo-cs__ul_wrg_4rw_31c}

## Key Features {#configurable-wfo-cs__section_kr2_pzg_5kb}

Managing work using channels and queues
:   Manage pending work items from customers, daily work routine of agents, and balance work
    load between agents adhering to promised SLAs. Automatically route and assign work items to
    agents based on availability, capacity, and skills. Monitor the health of your queues
    reviewing real-time performance and jump in to help with escalations.

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-cs__section_nh4_wdg_gmb}

|-|-|-|
| [Explore ![]() Learn about how managers use Workforce Optimization for Customer Service.](7BbyqJoR0ZHcxPwB1rLFIA "Use Workforce Optimization for Customer Service to optimize your workforce and manage your teams efficiently.") | [Configure ![]() Plan and configure your implementation.](6SrB2TZIKg7mzIg1nCDlig "Enable Workforce Optimization for Customer Service and configure settings to use the Channel Management, Scheduling, Teams, and Coaching applications.") | [Use ![]() Schedule, coach and train your agents to work on customer cases.](XAsF7pxKMEeElKQjzrSU5w "Enhance the quality and efficiency of your teams using channel management capabilities, 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.") |
[ ]

{#configurable-wfo-cs__table_nlp_srv_zqb}