---
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) 2 minutes to read

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.  
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.  
With Teams, you can do the following:

* Identify skill gaps so that you can recommend which skills are needed to coach your agents.
* Organize your teams into assignment groups. You can add a set of key performance indicators (KPIs) to help you measure team performance consistently across the groups. For example, the Customer Service Desk unit contains multiple teams, such as Hardware and Network Support. You can create a KPI group for the Customer Service Desk unit and then add Hardware and Network Support as assignment groups to this KPI group. Next, you add a set of KPIs to the KPI group. With this data, you can measure the performance trends across the Hardware and Network Support teams.
* Compare KPIs between multiple teams belonging to the same KPI group.
* View the KPIs between the selected date range.
* Drill down into a Team level KPI to view the split of KPIs across all individual team members.
* View the KPI trend to analyze the future forecasts for each of the KPIs, if the date range has the latest values.
* Targets can be set on the KPIs through the team performance page at the global or individual level. When such targets are set, the trendline reflects the targets.
* Drill down to the individual agent level to view a 360 degree view of the current work, historical KPIs, presence history, channel capacity utilization, skills, and upcoming time-offs.
{#teams-configurable-wfo-cs__ul_ilq_xfp_gqb}

## Analyze the performance trends for your teams {#ariaid-title2}

Analyze trends to monitor your team's performance and adherence within a KPI
group.

### Before you begin

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.

Role required: sn_csm_wfo_workspa.manager

### About this task

Analyze the data by drilling down into the data for a team, a specific team member,
an indicator, or a case.

### Procedure

1. Navigate to WorkspacesManager Workspace.
2. Click the Teams ![]() icon.
3. Select a date range to view your teams' performance for that time period.  
   You can set the default date range using the sn_team_perf.default_date_range [system
   property](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.").
4. Analyze team performance.  
   1. Select a team.
   2. In the Performance tab, track and analyze the overall indicator performance for all members in the team.
   3. Drill down into the data for this team:{#analyze-perforfamance-trends-teams-configurable-wfo-cs__table_ttg_rsh_wkb__entry__2}

      | To | Do this |
      |-|-|
      | Analyze indicator performance | * To analyze the indicator performance for the team, click an indicator value for the team in the header row. * To analyze indicator performance for a team member, click an indicator value for the team member. {#analyze-perforfamance-trends-teams-configurable-wfo-cs__ul_ysj_zsh_wkb} |
      | Track cases | Click the Tasks tab and analyze all cases related to the team. * To view the cases details, select a case. * To view the a team member's details, select a team member. {#analyze-perforfamance-trends-teams-configurable-wfo-cs__ul_g1p_fth_wkb} |
      [Table 1. Performance indicators]

      {#analyze-perforfamance-trends-teams-configurable-wfo-cs__table_ttg_rsh_wkb}
   {#analyze-perforfamance-trends-teams-configurable-wfo-cs__ol_qgl_2wl_tkb}You can also review cases, details of assignment groups, additional managers, and information relevant to the team.
{#analyze-perforfamance-trends-teams-configurable-wfo-cs__steps_rrt_mvt_wlb}
**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.")

*[\>]: and then