Workforce Optimization for ITSM Coaching landing page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Workforce Optimization for ITSM Coaching landing page

    The Workforce Optimization for ITSM Coaching landing page enables ServiceNow customers to monitor and analyze the performance and quality of their IT service agents. It provides real-time insights into how agents resolve incidents, tracks skill usage trends, and highlights areas where agents may need additional training or coaching. This tool is designed primarily for coaches and administrators to enhance agent effectiveness and improve customer satisfaction.

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    Key Features

    • Performance Monitoring: Coaches can review the quality of incident resolution, average resolution times, and customer satisfaction trends.
    • Skill Usage Analysis: Analyze patterns in skills applied over time to identify which skills are most in demand.
    • Training and Assessment Tracking: View lists of overdue training and assessments, helping coaches manage agent development effectively.
    • Customizable Landing Pages: Admins can create or customize multiple landing pages for coaches, setting display precedence based on order.
    • Indicators and Metrics: Includes key indicators such as CSAT (customer satisfaction), quality scores from coaching surveys, mean time to resolve incidents, and completed assessments.
    • Data Visualizations and Lists: Displays lists of assigned training and coaching assessments directly on the landing page for easy tracking.

    Key Outcomes

    • Enable coaches to quickly identify skill gaps and take corrective action by providing targeted training to agents.
    • Improve incident resolution quality and reduce average resolution times through ongoing assessment and coaching.
    • Enhance customer satisfaction by monitoring trends and addressing performance issues proactively.
    • Streamline coaching workflows by consolidating key performance data and training requirements in a single, customizable landing page.

    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.