Workforce Optimization for ITSM Coaching landing page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Workforce Optimization for ITSM Coaching landing page

    The Workforce Optimization for ITSM Coaching landing page enables ServiceNow customers to monitor and enhance agent performance in resolving IT service incidents. It provides a centralized view for coaches to analyze the quality of incident resolutions, skill usage trends, and training needs, helping improve overall service delivery.

    Show full answer Show less

    Key Features

    • Performance Monitoring: Coaches can track real-time metrics such as incident resolution quality, mean time to resolve incidents, customer satisfaction trends (CSAT), and completed assessments.
    • Skill Analysis: Identify patterns in skill usage over time and determine which skills are most in demand.
    • Training Management: View lists of overdue training and assessments to address skill gaps and improve agent capabilities.
    • Customizable Landing Pages: Admins can create or modify landing pages for coaches and set the display order to prioritize key information.
    • Data Visualizations and Indicators: Includes indicators such as CSAT, quality scores from coaching assessments, mean time to resolve incidents, and completed assessments, along with breakdowns by assignment and group.

    Key Outcomes

    • Improved visibility into agent performance and incident resolution quality.
    • Targeted coaching and training based on skill assessments and overdue learning requirements.
    • Data-driven insights to support continuous improvement in ITSM processes.
    • Efficient prioritization of coaching activities through customizable landing pages.

    Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.

    Coaching landing page

    End user and roles

    As an admin, you can create or customize landing pages for the coach to monitor the quality of how agents resolve incidents. If you have multiple landing pages, you can set the order for the landing pages. The lower the order, the higher the precedence in displaying the pages.

    End user and goal Required role
    As a coach, you can analyze real-time data such as:
    • The quality of how agents resolved incidents.
    • The mean time it took to resolve the incidents.
    • The trends in customer satisfaction, the type of skills used to resolve incidents, and completed assessments.
    • List of overdue training and assessments.
    		 sn_coaching.coach

    Use cases

    As a coach, you can monitor the quality of agents resolving issues and take corrective actions by assessing their ability to resolve skills and provide them with training to address their skill gaps.

    Indicators

    Indicator name Description
    CSAT Average customer satisfaction based on CSAT survey results.
    Quality Average score, in percentage, of all surveys taken by the coach to assess the trainee.
    Incident Mean Time to Resolve Average time agents have taken to work on an incident until they've marked it as closed or resolved.
    Completed Assessment Assessment closed over time.

    Breakdowns

    • Assigned to
    • Assignment group

    Data visualizations

    Title Type Source table Description
    Trainings ListList Assigned Training [sn_coaching_assessment_recommended_learning] List of training that agents need to complete.
    Coaching Assessments ListList Assessed Record [sn_coaching_assessed_records] List of assessments that coaches need to complete for their agents.