---
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


---

# Teams in Workforce Optimization for Customer Service

# Teams in 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

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 \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=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.
{#explore-teams-configurable-wfo-cs__ul_l1n_yzc_2lb}  
As a manager, you can:

* Analyze the performance trends for your teams.
* Drill down into the performance of teams, agents, or cases.
{#explore-teams-configurable-wfo-cs__ul_urb_n1d_2lb}
**Related concepts**   

* [Setting up Teams Workforce Optimization for Customer Service](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.")
* [Teams in Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/N0lTtf18wEbCGOZnj7Q0rg#teams-configurable-wfo-cs "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.")