--- sourceDocument: Xanadu Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/release-notes Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Release Notes ft:clusterId : - rn bundleId : - rn --- # Workforce Optimization for Customer Service CSM release notes # Workforce Optimization for Customer Service CSM release notes {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read The ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Xanadu release. ## Workforce Optimization for Customer Service highlights for the Xanadu release {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-highlights} * Create and track recurring meetings with managers and their team members in the team calendar. * Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. {#workforce-optimization-csm-rn__ul_qcj_hd1_rzb} See [Exploring Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) for more information.{#workforce-optimization-csm-rn__workforce-optimization-csm-rn-highlights-2} Important: Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. ## New in the Xanadu release {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-new-features} [Performance metrics for voice channel](https://www.servicenow.com/docs/access?context=components-installed-configurable-wfo-cs&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) : Monitor and manage the health of voice queues on Channel Management by viewing more metrics and reports from Amazon Connect. [Recurring meetings in scheduling](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) : Schedule and track recurring meetings such as training sessions or one-on-one sessions with teammates. [Scheduling enhancements](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&version=xanadu&pubname=xanadu-customer-service-management§ion=swap-agent-shifts-configurable-wfo-cs&ft:locale=en-US) : Efficiently manage and monitor time off and shift swap requests. ## Changed in this release {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-changed-features} [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US) : Dispatcher Workspace and Workforce Optimization for Field Service support reflow that enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the [Accessibility information](https://servicenow-prod.fluidtopics.net/eH8cEDFvmx_1cErHhni21Q#workforce-optimization-csm-rn__workforce-optimization-csm-rn-accessibility) section that follows. ## Accessibility information {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-accessibility} Accessibility improvements : Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow : The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US) for details. ## Activation information {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-activation} Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).{#workforce-optimization-csm-rn__workforce-optimization-csm-rn-activation-1} ## Related ServiceNow applications and features {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-related-apps} [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) : Automatically assign work items to your agents based on their availability, capacity, and skills using ServiceNow® Advanced Work Assignment. [Skills Management](https://www.servicenow.com/docs/access?context=skills-management&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) : Assess the skills that your organization needs, identify gaps, and plan for the hiring and training of your teams using ServiceNow® Skills Management. [CSM Workspaces](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) : Agents can swap shifts, manage their time-off requests and approvals, and complete assigned training using ServiceNow® CSM Agent Workspace.