Setting up Coaching in Workforce Optimization for ITSM

Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.

To identify and add course items for a virtual coach, see Identify and add course items for a virtual coach.

Important: If you have enabled the Coaching (sn_coaching) plugin, make sure that you have upgraded the following plugins to latest store release version:

• Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm).
• Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws).
• Workforce Optimization Common (sn_wfo_common).

For more information, see Activate Workforce Optimization for ITSM.

• Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
  Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.
• Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM
  Add a system property to add to or modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for ITSM.
• Integrate Coaching with Learning with third-party learning management systems
  Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.

Parent Topic:Coaching in Workforce Optimization for ITSM