Coaching components in Workforce Optimization for ITSM
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Summary of Coaching components in Workforce Optimization for ITSM
Workforce Optimization for ITSM enhances agent performance by offering coaching capabilities integrated with ServiceNow ITSM. Enabling the Workforce Optimization for ITSM plugin installs essential roles, tables, and features that support coaching opportunities, assessments, training, and skill tracking. This solution helps organizations proactively manage agent interactions and improve service quality through targeted coaching based on interaction metrics and surveys.
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Key Features
- Roles: Three primary roles enable differentiated access and responsibilities:
- Coaching Admin: Full CRUD rights for coaching opportunities, assessments, training, and skills.
- Coaching Coach: Create, read, and update rights for coaching content and assessments.
- Coaching Trainee: Access to add training, assessments, and skill records.
- Coaching Opportunities: Automated triggers for coaching include incident SLA breaches and long durations in phone calls, chats, or walk-up interactions, enabling timely intervention.
- Surveys: Quality surveys for phone, chat, and walk-up interactions allow coaches to assess agent performance post-interaction, facilitating data-driven coaching.
- Coaching with Learning Integration: With the optional Coaching with Learning plugin, customers can extend coaching capabilities to include learning content management, assignments, and task tracking. This integration introduces additional roles focused on learning administration, content creation, and catalog management.
- Learning Tables and Properties: Key tables track external and internal learning content, user course activity, and learning tasks. System properties allow customization such as excluding weekends from learning task due dates and managing data synchronization limits with third-party systems.
- Recommendation Grouping: Predefined recommendation groups provide personalized learning and coaching suggestions based on user work items, team activity, prior courses, and popularity within teams or the organization. These groups can be deactivated but not deleted, and new groups can be created to tailor recommendations.
- Retention of Course Activity Records: By default, learning course activity data is retained for 365 days to support recommendation accuracy. This retention period can be customized by modifying the system's auto-flush settings.
Practical Benefits for ServiceNow Customers
- Enable targeted coaching interventions to improve agent effectiveness and customer satisfaction.
- Leverage automated triggers to identify coaching opportunities based on key interaction metrics.
- Utilize surveys to gather structured feedback for agent performance assessment.
- Integrate coaching with a comprehensive learning management approach to assign training and track progress.
- Customize coaching and learning workflows through configurable roles and system properties.
- Enhance learning recommendations with dynamic grouping tailored to user and team contexts.
- Manage data retention policies to balance recommendation accuracy with data lifecycle requirements.
Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).
Roles
| Role title [name] | Description | Contains roles |
|---|---|---|
| Coaching Admin [sn_coaching.admin] | Grants administrative rights to create, read, update, and delete (CRUD) coaching opportunities, assessments, training, and skills. |
|
| Coaching Coach [sn_coaching.coach] | Grants administrative rights to create, read, or update coaching opportunities, assessments, training, and skills. |
|
| Coaching Trainee [sn_coaching.trainee] | Grants access to add training, assessments, and skill records. |
|
Coaching Opportunities
| This coaching opportunity | Triggers when |
|---|---|
| Coaching on Incident SLA Breach | An SLA is breached. |
| Coaching on interaction long call time | A phone call lasts longer than 10 minutes. |
| Coaching on interaction long chat time | A chat interaction lasts longer than 30 minutes. |
| Coaching on interaction long walk-up time | A walk-up interaction lasts longer than 60 minutes. |
Coaching surveys
| Name | Description |
|---|---|
| Phone Quality Survey | Survey associated with the Phone Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a phone interaction. |
| Chat Quality Survey | Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction. |
| Walk-up Quality Survey | Survey associated with the Walk-up Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a walk-up interaction. |
Business rule
| Business rule | Table | Description |
|---|---|---|
| Calculate coaching survey score | Assessment Instance [asmt_assessement_instance] | Sets the feedback rating based on the survey score. |
Coaching with Learning
Important:
This feature is available with the Coaching
with Learning plugin (sn_coach_lrn) from the ServiceNow Store. To enable this
feature, see Activate Workforce Optimization for
ITSM configurable workspace.
Roles in Coaching with Learning
| Role title [name] | Description | Contains Roles |
|---|---|---|
| Learning admin [sn_lc.learning_admin] | Grants administrative rights to create, read, update, and delete (CRUD) catalog, learning content, roles, and configure learning source. |
|
| Learning course catalog admin [sn_lc.learning_course_catalog_admin] | Grants administrative rights to create, read, or update learning course catalogs. | |
| Learning catalog manager [sn_lc.catalog_manager] | Grants administrative rights to create, read, or update learning libraries. |
|
| Learning catalog group manager [sn_lc.catalog_group_manager] | Grants administrative rights to create, read, or update learning libraries based on groups. |
|
| Learning content writer [sn_lc.content_writer] | Grants read or write access for learning courses. | sn_lc.content_creator |
| Learning content advisor [sn_lc.learning_advisor] | Can assign learning tasks. | |
| Learning task creator [sn_lc.task_creator] | Grants read or write access for learning tasks. |
Tables in Coaching with Learning
| Table | Description |
|---|---|
| Learning External Content [sn_lc_external_content] |
Stores details of external course items that are pulled from third-party systems. |
| Learning User Course Activity [sn_lc_user_course_activity] |
Stores details of learning course activities such as user to whom the course is assigned, status, due date, and name of the learning course. |
| Learning Content [sn_lc_content] |
Stores details of internal learning content such as knowledge articles, videos that are created in ServiceNow. |
| Learning Course Item [sn_lc_course_item] |
Stores details of learning course items, such as the source to which the learning course belongs. |
| Learning Catalog [sn_lc_catalog] |
Stores details of learning catalog items with its course items. |
| Learning Task [sn_lc_learning_task] |
Stores details of learning tasks, such as user to whom the learning task assigned, and due date by when the learning task must be completed. |
| Learning System
Configuration [sn_lc_learning_system_configuration] |
Stores configuration parameters of sources (third-party learning management systems). |
Properties in Coaching with Learning
| Property | Description |
|---|---|
| glide.ui.sn_coaching_assessment_activity.fields | Edit coaching assessment activities.
|
| sn_coaching.recommended_learning_deprecated | Coaching Recommended Trainings is being deprecated and replaced with the
Learning Tasks and course items from Coaching with Learning.
|
| sn_coach.lrn.exclude_weekends_on_learning_task_due_date | Enable property to exclude weekends while setting the due date for learning
tasks.
|
| sn_coach_lrn.learning_list_menu_props | Data array properties for the now-list-menu component on the Learning Tasks
tab, coaching module.
|
| com.glide.transform.json.max-partial-length | Transforms JSON objects to internal objects and sets the word limit for
records fetched through an API call.
Note: You must Add this system property to set the desired value. When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail. |
| com.snc.process_flow.reporting.serialized.val_size_limit | Specify the number of bytes allowed for runtime values in each step in the
flow execution details. To prevent truncation, set the value to an integer equal
to or less than zero.
Note: When you synchronize third-party learning content with your
ServiceNow instance, if the word count of the content being pulled into your
instance exceeds the value set for this property, the synchronization will
fail. |
| sn_coach_lrn.learningpath_detail_viewmore | Number of course item records on learning path
page that will display in Service Operations Workspace.
|
| sn_coach_lrn.sn_lc_enable_discover | Enables the Discover
tab in the Service Operations Workspace learning application.
|
| sn_coach_lrn.sn_lc_enable_recommendations | Enables learning path recommendations in the
Service Operations Workspace learning application.
|
Surveys in Coaching with Learning
| Name | Description |
|---|---|
| Phone Quality Survey | Survey associated with the Phone Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a phone interaction. |
| Chat Quality Survey | Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction. |
| Walk-up Quality Survey | Survey associated with the Walk-up Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a walk-up interaction. |
Recommendation grouping
The recommendation groups listed in the table below are available by default to the
logged-in user's primary assignment groups.
Note:
You can
create additional recommendations and recommendation groups and associate them with
recommendation contexts. For more information, see Recommended Actions
application
You can deactivate the recommendations for
the recommendation groups provided by default, but you cannot delete them. To deactivate
the recommendations, in the Recommendations related list in the Context form, change the
Active field value to false.
| Recommendation group name | Recommendation provided based on this criteria |
|---|---|
| Based on your work items | The work you’ve done in the past. |
| Based on your team's activity | The activities from the teams to which you belong. |
| Based on your previous courses | Courses you’ve completed in the past. |
| Most popular in your team | Courses that are considered the most popular by your team. |
| New from your library | Courses in your learning library. |
| Most popular in your organization | Courses that are most popular in your organization. |
| New from your catalogs | New courses in your course catalog. |
Deleting course activity records
Course activity records are used for learning recommendations and are retained for 365 days
by default. Do the following to change the number of days, represented as Age in seconds,
for which you want to retain the record.
- In the application filter navigator, enter sys_auto_flush.LIST and press Enter. The Auto Flushes list displays.
- In the Tablename column, select the Learning User Course Activity [sn_lc_user_course_activity] table.
- In the Age in seconds field, change the value to the time you desire to retain the records.