Workforce Optimization for Customer Service CSM release notes
Summarize
Summary of Workforce Optimization for Customer Service CSM release notes
The ServiceNow® Workforce Optimization for Customer Service application streamlines work routing, team skill and schedule management, and performance monitoring for customer service teams. The Xanadu release introduces enhancements focused on scheduling, accessibility, and voice channel performance to improve operational efficiency and user experience.
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Key Features
- Recurring Meetings: Enables managers and team members to create and track recurring meetings such as training sessions or one-on-ones using the team calendar.
- Voice Channel Performance Metrics: Enhanced reporting and monitoring of voice queue health through Amazon Connect integration in Channel Management.
- Scheduling Enhancements: Improved management of time-off and shift swap requests to streamline workforce scheduling.
- Accessibility Improvements: Configurable Workspace now supports WCAG 2.1 Level AA conformance, including reflow capability that allows content zoom up to 400% without loss of content or functionality, facilitating better usability for users with low vision or other accessibility needs.
Activation and Availability
Workforce Optimization for Customer Service is available through the ServiceNow Store and requires installation by request. Customers can consult the ServiceNow Store for app availability and submit requests directly.
Related Applications
- Advanced Work Assignment: Automates work assignment based on agent availability, capacity, and skills.
- Skills Management: Helps identify skill gaps and plan hiring and training strategies.
- CSM Workspaces: Supports agents in managing shift swaps, time-off requests, approvals, and training completion.
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
- 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.
See Exploring Workforce Optimization for Customer Service for more information.
New in the Xanadu release
- Performance metrics for voice channel
- Monitor and manage the health of voice queues on Channel Management by viewing more metrics and reports from Amazon Connect.
- Recurring meetings in scheduling
- Schedule and track recurring meetings such as training sessions or one-on-one sessions with teammates.
- Scheduling enhancements
- Efficiently manage and monitor time off and shift swap requests.
Changed in this release
- Reflow for Configurable Workspace
- 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 section that follows.
Accessibility information
- Accessibility improvements
- Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
- Reflow
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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 for details.
Activation information
Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.