Workforce Optimization for ITSM - Rome features

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Workforce Optimization for ITSM is a solution for managers and their team(s) of agents to improve efficiency, engagement, and collaboration through focused training, skills growth, and performance management. For the Rome release, we have enriched the solution with a new set of features focused on further optimizing the manager and the agent experience. Here are some of the major features included in the Rome release:

• Forecast agent demand with greater precision by modeling demand scenarios to analyze impact to agent schedules. Then, use demand scenarios to auto-update the number of agents needed by the hour to properly staff for surges or drops. For more info, check out our video here.

• Break cross-team silos by setting up and managing normal work shifts and on-call shifts from one, centralized experience. Agents and managers can now track and manage on-call shift coverage, swaps, and time off requests from Agent Workspace and Workforce Optimization for ITSM. In addition, managers can access on-call shifts from Workforce Optimization for ITSM and On-call Scheduling applications. For more information on how we’ve integrated Workforce Optimization for ITSM and On-call Scheduling, check out @robertorobles's article here!

 

• Engage your workforce by coaching and assigning learning courses from internal and external platforms to empower your agents with the skills they need to succeed. We provide out-of-the-box integrations with Pluralsight, Udemy, and Cornerstone. However, you can integrate with any learning management system using our integrations framework! To learn more information about what other features we’ve released in the Coaching with Learning app, check out @Apoorv Mehta's blog here!

• Track team performance by drilling down into each KPI and setting performance targets for the group or an agent to track progress against goals. To learn more about how you can set up targets, check out product documentation here.

• Obtain deeper insights on skills by analyzing key statistics about each skill. We surface the following insights for each skill:
• • • Assigned Users – this is the number of users who have this skill
    • Pending Users – this is the number of users who are taking course items that will auto-assign them this skill upon completion
    • Assigned Tasks – this is the number of incoming tasks that require this skill
    • Course Items – this is the number of course items that train users in this skill
    • Skill Coverage – this is the number of users by skill levels
    • MTTR for Incidents with that skill – this is the average MTTR for incidents that require this skill. This informs the manager or coach if the team needs to be further trained in this skill to reduce the MTTR.
    • Skill Experts – this is users who have the “Expert” skill level for this skill
    • Skill Tree – this is a visual tree of where the skill is within the skill taxonomy
  • For more information on the skills overview page, see product documentation here.

These are just some of the features we have in the Rome release but there are many more! For more information, check out product documentation here.