Workforce Optimization Create high-performing service teams by optimizing schedules and tasks. Develop intelligent coaching paths to build the skills they need—all in one place. View Data Sheet Watch Video
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Benefits of Workforce Optimization Rev up team productivity Gain real-time visibility across channels and work so you can manage for optimal performance. Forecast agent demand with precision Model demand scenarios to analyze scheduling impact and make sure you staff properly for surges. Break cross-team siloes Manage normal and on-call shifts from one place. Track coverage, swaps, and time-off requests. Engage your workforce Empower your agents to guide their skill growth using integrated coaching and recommended courses.
Features of Workforce Optimization See Brief Watch Video Dynamic scheduling Manage shifts, on-call lists, and time-off requests to make sure the right staff is always available. Performance reporting View and filter team and individual data. Drill down into KPIs, set targets, and track progress. Omnichannel optimization Monitor conversations, analyze voice recordings, and track capacity utilization across all channels. Skills and coaching Upskill your teams based on individual preferences and AI-generated development recommendations.
Additional features Skills-based routing Use rules and language detection to identify needed skills and route incidents to the right agent. Two-way coaching Let coaches assess agent-caller interactions and agents give feedback on coaching effectiveness. Queue management Watch work move through assignment queues, address escalations in real time, and track wait times. Learning management integrations Add learning content from internal and third-party systems. Track and assign courses to agents. Demand forecasting Let managers set forecast parameters to visualize data and manually adjustment to improve accuracy. Skills overview Gain insight into key statistics about each required skill to help make sure your team is proficient. Process optimization integration Get visibility into team bottlenecks and database improvement plans to boost process efficiencies. Schedule management Set shift preferences, see schedules, and make time-off or shift swaps from desktop and mobile devices.
Resources See All Resources Solution Briefs Develop High-Performing Service Teams with Workforce Optimization ServiceNow ITSM Pro and Enterprise Overview Analyst Reports Gartner Magic Quadrant for IT Service Management Tools Infographics Winning the Day with ITSM Pro and Enterprise Ebooks Ways to Boost IT Agent Productivity and Cut Costs While Delivering Stellar Service
How to get Workforce Optimization Workforce Optimization is available with these ServiceNow® products. IT Service Management Transform the impact, speed, and delivery of IT services. Customer Service Management Connect customer service with other teams to resolve issues quickly. HR Service Delivery Deliver the right experience to employees anywhere.
You might also be interested in… Process Mining Improve outcomes by optimizing process flows to streamline work. Service Operations Workspace Manage incidents proactively with clear visibility when services are at risk Mobile Agent Make it easy for agents to triage, act on, and resolve requests on the go.
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