Teams in Workforce Optimization for Customer Service
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.
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] article in the Now Support
Knowledge Base.
This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.
Drill down into your reports.
As an administrator for Teams, you can:
- Create a KPI group for a common set of indicators (KPIs) you use to measure your teams' performance. Note:Your teams are defined as assignment groups within the Teams application.
- Add the KPIs to the KPI group.
- Add assignment groups to the KPI group.Note:Ensure that you have a manager added to each assignment group. The manager is the one that either directly manages the assignment group or one that needs visibility into the assignment group.
As a manager, you can:
- Analyze the performance trends for your teams.
- Drill down into the performance of teams, agents, or cases.