Workforce Optimization Workforce Optimization is a Now Platform capability that lets service desk managers develop high performing teams by optimizing schedules and work assignments, and by giving their teams the skills they need to succeed. With Workforce Optimization, they get a single workspace that gives them: › Real-time visibility across channels so they can optimize performance, including viewing work as it moves through assignment queues, addressing escalations, tracking wait times, and assisting agents on long calls. › Demand forecasting to determine proper staffing levels, including identifying peak periods and seeing hourly forecast visualizations. › Powerful team scheduling tools to manage shifts, on-call schedules, breaks, and time-off requests across channels based on forecast demand. › Skills-based routing powered by Advanced Work Assignment, using rules and natural language detection to automatically route work to the right agent. › Omnichannel optimization, including monitoring conversations, analyzing voice recordings, and tracking capacity utilization. › Skills management, including using native Now Platform machine learning capabilities to identify recommended skills based on interaction data and skill performance statistics (such as MTTR) › Coaching and training management, including an assessment of agent interactions with callers, agent feedback on coaching effectiveness, assignment of learning content from internal and third-party systems, and tracking course usage to evaluate effectiveness. › Performance reporting, with the ability to view team and individual KPIs. Workforce Optimization is enabled by purchasing either ServiceNow IT Service Management Enterprise or Customer Service Management Enterprise. Workforce Optimization offers an intuitive omni-channel interface to easily manage team scheduling. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 17