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Teams › Workforce Optimization for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Teams components in Workforce Optimization for ITSM

Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.

Roles

Role title \[name\]Description
Teams User \[sn\_team\_perf.team\_performance\_user\]Grants access to read KPI tables.
Teams Admin \[sn\_team\_perf.team\_performance\_admin\]Grants access to create and configure KPIs, KPI groups, and assignment groups in the Teams module.
Teams Manager \[sn\_team\_perf.team\_performance\_manager\]Grants access to Team Performance module in Manager Workspace.

Properties

PropertyDescription
sn\_team\_perf.kpi\_group.max\_parent\_kpisThe maximum number of parent indicators that you can add to one KPI group.- Type:Integer - Default value:5
sn\_team\_perf.kpi\_group.max\_supporting\_kpisThe maximum number of supporting KPIs you can define for a parent KPI.- Type:Integer - Default value:10
sn\_team\_perf.ws.max\_assignment\_groupsThe maximum number of assignment groups prioritized by order number to display on the Teams application in Manager Workspace.- Type:Integer - Default value:15
sn\_optimize.default\_date\_rangeThe default date range set in the date range picker.- Type:Integer - Default value:30

Indicators

Indicator NameDescription
Closed IncidentsNumber of incidents closed.
Customer SatisfactionAverage customer satisfaction for incidents based on CSAT survey results. This indicator is associated with agent and assignment group breakdowns. It provides the customer satisfaction survey results for each agent and the agent's team.
QualityProvides calculated assessment feedback score.
Average Handling Time (MTTR)Mean time taken to resolve an incident.
First Call ResolutionPercentage of incidents resolved on first call.
Trainee Quality RatingAverage score, in percentage, of all surveys taken by the coach to assess the trainee.
Incidents triaged by VAThe number of incidents automatically created by the Virtual Agent for your team when tasks are deflected. You must have ITSM Virtual Agent Conversations (com.snc.itsm.virtualagent) installed on your system to analyze this KPI.