---
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


---

# Example - Teams using Workforce Optimization for Customer Service

# Example - Teams using Workforce Optimization for Customer Service {#ariaid-title1}

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

Understand how you can manage your teams from a single location using an
example.  
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.

Our example employee is the manager of Customer Service Desk and manages 15 teams. The manager
is also an additional manager of most teams and has visibility into the operations, although the
agents don't directly report to them.  
To effectively analyze the performance of each team from one location, the manager sets up the Teams as follows:

1. Organizes the teams into groups called assignment groups. The teams either directly report to the manager or the manager may have visibility into their performance.
2. Creates a KPI group with a set of indicators that matter most to measure the performance of the assignment groups.
3. Adds all assignment groups that use the set of KPIs to the KPI group.
{#example-teams-configurable-wfo-cs__ol_hql_f3v_mlb}With this set up, the manager can effectively analyze the performance of their teams grouped by KPI groups.

Managers can set up and use Teams by performing the following steps:

1. Create a KPI group
2. Add KPIs to that group
3. Add managers to assignment groups
4. Add assignment groups to the KPI group
5. Drill down into a KPI, agent, or an incident to analyze performance

{#example-teams-configurable-wfo-cs__ol_ynz_gwh_wkb}

Get an overview of how you can set up team performance and how KPI aggregates are
calculated.

<br />

Get an overview of how you can analyze team performance in this video.

For detailed information on how to setup and use Teams, see [teams](https://servicenow-prod.fluidtopics.net/wsr~uUtMCNgQpGQBtn52nw#setting-teams-configurable-wfo-cs "Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.").