I think we will go ahead and get started we've got about 45 folks with us others can join as we go and we are here to talk to you today about on-call management and give you some insight into how it works what it works what the features are and some differences between on-call Management in the itsm standard and pro world and with Workforce optimization in the Enterprise world so we have the usual Safe Harbor notice that if there are any forward-looking statements we're just saying not to uh vet the bank on them things do change as we go and so on we're not talking any real Futures today other than there may be the odd Insight that we give you into what's coming forward and I'd like to invite you all to join us at Future webinars and meetups we've got the live on servicenow as an interactive series if you zoom through and kind of Point your uh phone at that little dinosaur you will get to see the interactive series of events that you can log into and I believe we'll also have that shared in the chat very shortly and there it is right there perfect so just on time housekeeping we have saved a little bit of time at the end for Q a but I would ask you to please interactively use the Q a button at the bottom of your screen as well we'll keep an eye on that through the session and try to answer them for you and we are going to record this presentation and share it on the community site afterwards you'll be invited to do a survey if you would give us some feedback that would be very appreciated thank you and thank you all for joining us today we have almost 50 people already that's awesome I am Janet Acorn I'm a senior product manager for the itsm group here in the Americas I'm actually located in Brockville Ontario Canada right on the beautiful St Lawrence River and I have with me a picture a picture you want to introduce yourself oh thanks Janet so this is a picture they will uh I'm senior principal product manager from the inbound side so I take care of roadmap features complete end-to-end release activity features which should go what release for on-core scheduling I'm based in India thank you and the picture is going to help us out she's going to do a lot of the heavy lifting today and walk us through a lot of the demos and things while I walk through the the details and the areas we're going to cover and so on so to get us started we are going to run a couple of poll questions so I want to know who's using long call Scheduling today and you know if you're using it how are you using it is it through the classic interface are you using service operations Workshop have you used the manager Workshop yet and if not would you like to know more and then if you are using it what is your biggest challenging is it managing the resourcing and understanding who's around is it administering it just upkeeping of schedules and so on or is it realizing the value from on-call what are your biggest challenges today and I'm just going to let that run for a minute we've got about 45 percent of our participants and so on and we'll just give it another minute okay and can we show the results let's see and pull and here I'll just bring this over hopefully you can now see the poll results and it looks like we have 35 percent of folks are using uh on call but through the classic interface nobody's really using manager workspace and service operations workspace yet of the folks who have answered and lots of people want to know more so that's excellent that's kind of what we want to do is get introduced to this and see where it's going and let's see for those who are using it the biggest challenging Administration and realizing value interesting okay so efficiency and value we we're going to give you some hints as to where to look for that what it comes from and so on and administration yeah there's definitely some challenges especially in the older classical version we're going to show you what's happening in Workforce optimization to make that easier and better and hopefully we can get some questions and you know maybe we'll even look at if there's an interest note in your survey and maybe we can get a meet-up session scheduled in a few weeks out as well thank you okay so we'll just move on three of the challenges for on-call scheduling you know we all know on-call scheduling is not a lot of fun it's very challenging to organize at groups of people and get their schedules straight and you know make everything work for everyone but it's a necessary evil more and more with digital technology and digitization of all services we need to have people on Call 724 365 days a year so what I'm finding is we have a couple of issues knowing you have coverage knowing you have the right coverage on all your shifts is definitely a challenge for organizations sometimes it's just a blend of how many people you put on call other times it's what skills do they use in our own call and I will make a note right now we aren't going to go into depth on skills we are going to save that for another session but that absolutely plays to our on-call strategy here at servicenow okay the other issue is administrative experience how hard is it to set up all these schedules how do you manage it who does it you know what are our options for making it easier and this is where maybe honestly more in the workforce optimization which can be added with itsm Pro or bot as itsm Enterprise there are some advancements coming very near future to help you with some automated scheduling opportunities and so on and then the third one is what are the efficiencies you're trying to improve right it's assigning the right resources making sure that their early improving your mean time to resolution by getting it to those resources as quickly as possible and that means knowing who those resources are and how to assign it and then you know increasing your net promoter score and your employee satisfaction because of the fact that things get to them right away so from a resource management perspective we're going to look at two different sides of the coin right we have the classic on-call scheduling which is back end which more people are using than not and then we have Workforce optimization so we want to show both just so that you get a feel for what are the differences how can it you know help you out in the future where is the organization going in trying to increase the value brought to you by that and so from a classic perspective it's really just you manually create your shifts your schedules you assign your members to find the rotation right and and these are all form based so this is form based text-based setting things up creating your escalation path and configuring and really setting up the contact methods now the one thing I will say is whether you're using the classic on-call scheduling or you're using Workforce optimization you pretty much have the same options to you as far as contact you can contact through email you can use SMS you can use a teams integration or you know slack integration if that's what you use um and you have the mobile application that's a possibility for on-call scheduling as well right from Workforce optimization we do it a little bit different in that we have two personal mess we look at we look at the manager and we use something called manage your workspace with the picture is going to show you and that allows you to see a few things right there there's five real areas of manager workspace we have coaching and skills management which we're going to get into detail on a new webinar coming you know probably next quarter and we'll talk to you about how you can identify areas for um coaching of users where you can identify what skills which groups have which users have how many and so on we have Channel management so you can now not only see what's in a queue but you can see what's coming in through email what's coming in through phone where is is the heaviest level do you need to put more people on the chat Channel than on the phone because that's where the heaviest area is so you really get to see workloads right work scheduler is another option for assigning so if you have someone and there's a large group and you're trying to assign work you can do that and scheduling we have creations of shifts and so on and teams we really get to see the team member profiles and be able to add additional members uh the slides will be available afterwards on the community site so you'll be able to download from there afterwards okay and from a service operations workspace that's where we're really looking at the agent side of things so from an analyst who's working on things how can we understand and see the calendar right be able to view the schedule manage the PTO now in Utah and I call this out explicitly because this is only in Utah so we'll get into that in future sessions there's something called learning where your agent can say I need to know this and add it to their own profile so they can learn it right you can set up recommended learning so if you are the manager of a service dashboard or a technical team even you can identify new skills that they're going to need in the future and yes this is absolutely available with itsm I see your pictures just typing an answer in as well but on-call management is there it is not a separate subscription Workforce optimization is a separate subscription it gives you all of these additional capabilities okay and you have the mobile which is available even for manager or the agent side but that's the same as you have for classic and on-call scheduling okay and with that I'm going to let the piksha get into a demo and kind of show you how this works at this point no you're not taking over the yes from you okay hello everyone uh I'm going to quickly demo this three parts one is how we create the ongoing scheduling what steps we suggest there what are the options are there what is the options are there to tackle complicate business scenarios and what are the options there which you can do to use or create on call Scheduling quickly though I have logged into this system as admin but as you know on-call scheduling can be created by two roles one is Rota admin and Rota manager so let me impersonate a router manager role so router manager is LX so as in LX who is the Rota manager or who is a group manager as well is having a business case that hey looks like there are many P1 incident coming during all bars as well so during the during the workday which is nine to five shift when you are working nine to five daily Dave ship any incident comes it's very obvious that agent can work into but during the night shift or during your off days it's very difficult for any P1 incident coming in and then getting the instant attention to that so with this business case now Alex is responsible to create an on-call scheduling so how we can go as I can I can go to the create and edit schedule and well for the demo purpose let me choose that the Alexa is responsible for creating the P1 incidents scheduling for database group so I'm choosing database and for example now I have the two option whether I can choose from the existing template so we ship out of the verse 24x7 template which will create automatically three four ships one is Ams second isemia third is apj and fourth is uh weekend so that you are covered over the globe all the time but if you if your requirement is not that and if you want to have very specific shift and use that as a template across the globe as an admin you can go to the administration and create the schedule template here so that your you can have one person admin creating the schedule template and all the managers using it that way you can standardize the process standardize the schedules for on call for the demo purpose because I just have Janet has just given me 15 minutes to demo so I'm just using a simple shift a simple one shift what these two things quickly does is if I create more than one ship should I allow overlapping the shift if yes then what will should happen to any ticket getting escalated during that overlap time should I go to the outgoing shift incoming shift or should I go to go to all the ship so this way you can decide that for this I am creating one shift I'm saying okay I can I do not want to use an existing schedule so I can go ahead and create the uh schedule for America and as I said this is not for the whole day so I'm creating for same on as I take in the example that I'm not creating a birthday like during so I am normal time so let me create from evening five too many nights so there is a system property which allows you to create either one shift or two shift if you go across the day so for example in this case if I create a ship from evening five to morning nine then you as an admin has a hold or a configuration whether you want to create two shift which is five to midnight and midnight to morning nine or you want a complete shift as one shift there is a system property to that you can go ahead and set that and as of now I in my system it will create two ship so as of now I'm not taking that example let me say that I'm just I want to do it for old days let's be simple there's no specific holidays I want to plan okay what is this so this means that how many days ahead you want to send a communication to the member saying that hey Janet you are supposed to be you are going to be on calling next two days so this governs how many days before you send that and this calendar subscription governs that when you send that calendar subscription information to agent they can download that and upload in their iCal or Google how many time ahead of that they can do that like for example if I'm downloading today it I will be able to download 12 weeks from now so you can control this from here moving to next now I will be adding who is going to be on call so your group can be huge not everyone is going to be on call all the time so let me say for the demo purpose I'm adding two people who is going to be on call at any given time depending on these ships and rotation as of now I just mentioned one shift so I can say how this shift is starting is it rotating weekly is it rotating daily it's one week two week on what is the rotation of the week so for example today is the Tuesday if I say the rotation of day is Tuesday every Tuesday the person will rotate so primary would be ideal then secondary would be Journey after one week Johnny will become the bribery and adult will become the secondary that's how it would be if I add another roster as a best practice we always suggest you to say yes because the system will automatically take care of rotating the person by one so that it makes sure that at any given shift at any given time a single person can not be or should not be primary and secondary both that doesn't make sense right so that our system takes care of it very nicely even the rotation is copied because that's very much required when you have people more than one or two so that it takes care of rotation takes care of overlapping very well so in this case I have two people uh let me know if I'm going very fast in the Q a section or if you have any question just start typing in q a i will give the answers later but let me finish the flow first so now I'm done with the members now I want to say how the escalation should happen right you have defined the persons whom should go but how it should go so as an out of the box because you have should created two rosters we give you the escalation type called rooted through roster it will go to the primary roster first pick up the person responsible for that week from there go to the secondary roster pick up the person responsible for that week from there you can also Define how many reminders you want to send to the same person and it also you can divide Define how many minutes or time you should wait for this so let me reduce it to one Whatever purpose so that I can show you the quick escalation as well okay if none of them is picking up you want to send an information to folks so that you can do through catch-all either you can notify the group manager that hey nobody's picking up do you want to pick up that ticket or you can notify individual from that roster the complete group or you can say I want to notify all the people and then you can pick up which roster you want to notify let me say I'm notifying the group managers nobody is picking up but this I understand is a very vanilla flavor all your business cases may not be satisfied with this or even you want to have multiple escalation paths based on different types of tickets getting escalated like a different escalation path for alert I discuss this a different escalation path for P1 incident P two incident you can do so by overriding this simple escalation and creating your custom escalation through different ships you can create multiple escalation you have one default destination by default but you can create multiple escalations set by clicking her and here we give you the power of adding any table like as I said for alert for incident for any incoming ticket even for events you can do that even for interaction you you do that here in the custom escalation step you have the power of adding another group a classic example is nobody picked up from Network you want to start escalating it to say database or you want to escalate the same ticket which is coming at the P1 to two groups in parallel you can do that you can add a user directly for example you can add devices it may be possible that in your company people are not on rotation the devices are on the rotation like for example the mobile phone is Whoever has the mobile phone is the on-call person that day so you want to add that mobile number as a device you can add group manager managers manager up till your CEO in the escalation chain if you want and there is one question a picture you might have to go back to it after you've done this about whether or not you can use pre-built rotations or you always have to redefine sure great question as of now you always have to redefine whenever you are creating the schedule but with the Safe Harbor policy let me say that we are working on templatization of the escalation setup one of the very high asks from our existing customers that hey you provide templatization of schedules but there's no amplitization of escalation path we want to standardize the escalation path across the group or we want to provide some templates so that our managers can choose we are working on that in current time frame it's still in development and it's safe above thank you okay awesome so I'll go back uh to my standard policy which is given by the system to me that it will go to primary first second to First and then I can come here review it and see okay what is happening okay I'm sending the subscription okay all this looks good clicking on finish I'm done now as a manager I'm done as an agent I can Define that hey I am on on call these weeks but I want to Define how I want to get notified how I can do that is from my preferences a quick note here that if you have notify plugin activated in your instances then only you would be able to see this because notifiers supports you with telephony and other Integrations if you don't have that if you don't have MS streams you don't have telephone if you don't have slack don't have mobile phones you'll not be able to see this because the only way of notifying that person would be default which is email so there is no preferences there right so you need to have notify plugin activated to get this option now I'm impersonating as a agent so I have added journey and Adele here so let me impersonate as adult and Define how I want as an agent get notified when there is any escalation happening I can come here and Define my availability let me do this also from scratch so I can say that hey I want to get notified in certain way during my weekdays which is Monday to Friday and during my offers which is Saturday and Sunday in certain date so I can come here and Define that or I can just say okay send me notification in a similar way for all days so I have defined my availability and then I can Define attempt please note that here I am not defining the escalation path escalation path for any teams any group is defined by manager as an agent you are defining how I should get notified about any escalation if it is happening so now in my mind as an agent I'm saying that hey if there is first attempt happening you can send me a Microsoft teams chat if I don't uh so first attempt is Microsoft team chat if I don't reply send me a voice also send me a push notification says Janet was mentioning mobile push notification is also another channel in which you can get notification the only requirement is that your agent should have a servicenow agent mobile app and should have notifications setting turned on on their phone then only you will be able to see this option and you should be able to view this okay I'm all set I have phone mobile push good okay I think I'm done for this part of the demogenet over to you okay perfect there is one more question just before I switch there with me I'm typing an answer um is notified telephony an additional subscription so let me give this answer right uh notify is not at all a different subscription it's again a platform feature does not even require licensing but your telephony interaction so we give notify and telephone integration out of the box telephony which is like uh are twilio charges separately which you have to take care of it they do not provide any packages of now because we do not want to force our customers to use twilio for every on-call thing if you use other telephony provider like Cisco Avaya we do have spokes with our integration Hub on our store for you to download the only differences with twilio notify it's out of the box it's just plug in play you just need a number but with others you need to do configuration thank you yeah and and just we're gonna jump into this and this is talking about you know what the administrative experience is I will admit we do not have time to do both the on-call scheduling and the workforce optimization Demos in this time frame we kind of I overestimated the amount of time required so what I'm going to do is I will follow up and paste on community sometime next week it'll probably be near the end of next week a mini demo for Workforce optimization for the same type of information just so you can see how we created in in Workforce optimization which is an itsm Pro add-on or the Enterprise version versus the classic call Scheduling since most of you are using classic anyway I don't think that's an issue but I just wanted to let you know I will follow up and we'll make sure that you have that as well so from an admin side um there's a few different things right besides having the initial setup and getting your rotations done and so on there's reports how do I get to see the performance how do I get to see escalations how do I know where you know the group sits as far as how they're performing against escalations so we're going to show you that there's preferences for the user group and those preferences are things like a peak should just walked through as to do I want it to go to teams first do I want it to go here first how do we want to deal with those things right um how to configure or update an existing on-call schedule so how do you change that when somebody has said I need to swap shifts or I'm sick or something like that so how do we deal with that the contact methods actually a picture has already gone through so we don't really have to do that again just know that there are multiple options there right you can view on-call schedules so picture will show how you can view what the schedules are that exist and so on um and talk to that from Workforce optimization side we do similar things one of the added benefits is channel management which I'll make sure you get to see in a demo that shows not only how you can see the schedules for a particular area but the daily operations what is going through that on-call schedule and by which channel so where is it coming in from we can also talk to demand management now demand management is pretty complex so I'm not going to do a video on that right away in Workforce optimization but it's something you can look at in the future for being able to take all that information as to how many calls are coming through which channel and use that to identify where do I need to put more staff what times of month or day or year are more impacted and give you a little more flexibility besides saying I need two people on call at all times actually saying well you know what from these hours this six hour period every week is dead I only need one person on call right and then be able to manage that way um also from the service operations workspace from the agent I'll show you how they can see the calendar the scheduled views how they can manage their own time off and shift uh preferences things like that be able to see their own performance so from the workforce optimization they can actually see how am I performing against my own call and from a manager side they can see Mia adhering to on-call schedules so a couple of neat new features there that will make sure that you've got a video demo available to to take a look at and with that I'm going to pass back to a big shot to again talk about the the reports updating on call shift um approving or denying PTO Etc so let me take over once again okay so we provide a dashboard where you can see all the on call sentence as a agent as a manager as a admin you are eligible to view on call schedule across your system based on your role you are allowed or not allowed to edit those schedules but read access I mean the view access is available for all the agents manager and admin here add the one snapshot you will see cards who have the on-call schedule created and you can actually see who is currently on call so you can see from this screen who's currently on call and if you want to reach to that person you can reach to that person from here or if you want to see that hey what happened if there is an incoming incident come so incoming alert comes what's the escalation how my roster looks like then you can click on that link which you provide in that card which provides you the detail View of what my escalation looks like who is that person so you can also get the contact information that person's contact preferences from here a quick note about the contact preferences so there are three places where contact preferences are set one I have demoed which is set by the person himself I mean agent himself the second one is set by the manager so if manager wants to have contact preferences a standardized contact preferences for a team for that shift for that escalation path he or she can sit that after setting that person that manager will have option whether to override the user preferences or not if it they choose not to override the system will honor what is set by user but if managers choose to override user preferences system will stop honoring which is set by the user and will only honor which is said by ID manager a classic question which I get always is what will happen to an attempt where there is no preferences set by say manager in that case take the first example where I say as a manager that I want to override then there is no point of going to user we only honor what is there in the badger set attempts as a contact references if there is a third attempt happening for which there is no set contact preferences by manager we send a notification by default by email so our fallback mechanism is email now the second scenario is where the manager has set I don't want to overwrite in that we honor first what is said by the user in this example let's say the third attempt user has not said anything but manager has said then we fall back to manager so first we see if user has set anything if not then we fall back to manager then we see if manager has said anything yes we send choose that channel if manager also fails to set anything for that attempt they again fall back to email so that's how we do go through these chain to figure out what channel should be used to set the preferences awesome so this is how you can build now for example I want to add a new person or I want to add a new schedule like for example I have created a schedule from more evening five to night midnight but say every Friday I want to add 1R I want to add start my schedule from 4 pm instead of 5 PM how can I do that I can do that with the help of child schedules so I'm going more into complicated scenarios now uh feel free to put all your questions in Q a section I would be answering that after this demo okay I finished this demo but I'm now going into more complicated scenario which I feel is more real times I can go back to again create an edit schedule of my I can select database so it will show me what I have done earlier okay so I'm here this is my schedule I would suggest you to do not do any changes on here you can still do drag and drop and all that but I suggest you go through these links because these links will take care of taking care of all the rotation in the back end so this is my shift this is my schedule entry I'll click on the schedule entry and I'm on my schedule now here on my schedule let me go back I'm here on my schedule and now I want to add a child schedule let me try to add a try so child schedule if you see it's just almost the same screen because we adding a schedule as a child so I'm saying adding one up time zone I need to choose the same otherwise it will be issue uh I will choose the parent later type is say add-on I will save it because I need to also set how much right then I need to create a schedule entry for this say on call group database then so I want to add this every Friday from 4 two five okay that's every Friday do I want to repeat it yes weekly so it becomes every Friday so it's we it's repeating every Friday per week and let's say I'm repeating it because I started here I want to show also to end it I'm repeating only for month of April awesome I can submit it till now I have just defined a schedule entry I have not defined whether this schedule entry is uh add-on or is a minus where I can do that is coming back to my schedule entry and clicking here if I say include this child and schedule will add to my existing if I say exclude it means it will exclude form X existing one as I'm taking the business case where I'm adding 1R it will include let me save it so the idea of this just just clarify is if for some reason on summertime you change your business hours and you let people go an hour earlier this ensures that you still have support for all of your customers for that extra hour in addition to traditional times yeah let me open the calendar to show you what we have done uh also a quick question uh I saw the question on the Q a I can answer that live this schedule do not as of now we do not provide an auto sync functionality with Outlook what we provide is you can download it and then you can upload it once you do this uh I think you are set to go I have defined I have during the first part of the demo I have seen I've defined how many weeks ahead you can download that will decide how much data you are going to upload and that's how you can do that now that said we are constantly working our on our integration with Microsoft and with the Microsoft Office 365 increases who knows we're definitely looking at more options for these type of Integrations in the future it's just not in our specific delivery plan as yet as of now yeah yeah okay so we have created normal shift which you are saying here blue color morning shift Adela is here as I said my rotation is on Tuesday so here if you see adela's primary Johnny secondary exactly till next Monday the same rotation is happening on the Tuesday it's changing uh just now I demoed adding a new person awesome not the person adding a part of new schedule so this is the new schedule which we added it's taking care of the same person so the same person will be responsible for whatever we are added or subtracted now you will ask me this is okay this is one of the case but the common case is people going and coming in how we should take care of that so for that starting room we have shifted place where you can add and even move people up and down again a word of caution you can do everything by just clicking like this we do not encourage that doing because it will not take care of rotation very nicely what we suggest is please go through this form if you come to this form which brings you to the roster it tells you the member please use these actions to add remove or remove the person so in this case let me add a third person and and the main reason for that of which as you were saying it doesn't update the rotation so in other words the existing schedule won't be updated it would only be updated from forward going right otherwise yes yes yes so I'm adding a member for say right I'll pay the person and now I have an option where I want to add fret so that in rotation it will take care of it so do I want to add bread after a delay before Johnny after Johnny all this is required because it's a classic case if a new person is joining in you want that person to be buddy of the existing senior person so you want that person after or before that person like so that they go hand in hand primary secondary go hand in hand so that way you can Define where you want to add that person for example I take I'm adding after Johnny so just make sure you have an eye on this order So currently Adela has zero and Johnny has one I'm adding Fred after Johnny so Johnny will have order more than one foreign so as in this scenario you can see that that I have added this in future currently is not but I know this person is going to join my team so I added this from first so now you can see that person is added if I go to my morning shift calendar once again refresh it you will see that nothing is going to change till first but moment I go to the first after Johnny that will come see after Johnny Adela is coming so sorry Adele and Fred lady so it's take care of the rotation so it's one two three Adela was primary first Johnny was Johnny was second Fred is second third it's picking Fred after first so take care of rotation minus plus moving up and down very nicely if you do through there now as I have very quick less time let me walk you through the real time uh demo so I have set all the all the rotation everything good one thing which I need to set is when to trigger the on God you know who is on call when is on and everything but you have not said how I am going to contact that person what is my workflow and when that is done by trigger rules so for the demo purpose I've already created a trigger rule for P1 incident so for my P1 incident which I set as a condition here which impact and urgency is high what I will do is I will assign that incident with the group database and I will trigger the assigned by acknowledgment so we ship three workflows after the box one is on call assign which just takes that ticket and assigned to the first person from that roster the second is assign and notify it will assign that ticket to the person and notify that person based on the quantum preferences and third which is which we always says the best practice is we assign only when agent says yes so we don't assign that ticket upfront we send the notification to the agent if agent replies back so we send actionable notifications through SMS phone Ms team slack every push notification if they replied yes then only ticket gets assigned to that person and the workflow stops let me demo that quickly so I am creating a new incident with these conditions so that I can trigger this say [Music] I'm creating this for an example impact is high urgency is high because I want to show that thing uh say my laptop is crashed the moment I save it you will see an icon beside this assignment you will see database getting populated here automatically and on-call escalation getting triggered you can either see from this icon or you can also see happening from the work notes [Music] that's it for the live demo let me walk you through the reporting which is I think one of the item was there in the Janet's thing yeah the voting we provide to all the users so reporting is available for all the on-call users agent manager or even the admin we Pro we have shipped this beautiful dashboard which is a which you can actually display on the big TV if you have a team like a sorry SRM team working around the clock they would be able to understand okay how many escalations happened unacknowledged happened and all these things it shows escalation reporting across the groups then we also have group overview where you can see how many time a person was on call so in many customers I have heard that they actually have billing of people based on their own colors so actually see for application development the total on call RS in last seven days was three days 18 hours within that gulilumo was 18 hours Aqib was one day and all that so based on that you can take decision there is one more dashboard which we ship for which you have should have PA premium license and we ship a new role for that which is more sophisticated uh dashboard for you to slice and dice the data apart from that we also ship very classic reports like scheduled report escalation reports in the tabular format so that you can download that send us an email to the your stakeholders and just so you know we have a number of resources in one of the final slides that's going to give you small videos of each of these sections and a list of all of those reports and dashboards so we don't have to go into all of them we do have one other question that if you can quickly show a picture of the how they would download or upload to Oh look The schedule would you mind showing that for a second before we go ahead uh I I I think this currently I don't have that oh you don't have that setup yeah okay yeah yeah but I think in the demo the recording which you were mentioning YouTube you should be able to see that yeah I was gonna say I think I saw that in there so uh if you still don't see it nabia when you had asked um just send us a note on community and we'll make sure you get it if it's not in the demo itself yeah and in the meantime I will take over sharing again thank you very much thank you and guys we are running very tight on time so I will jump through this quite quickly and again from from the report side that's what we showed you the the dashboard and and there's also a premium dashboard which also shows performance reports right we have advanced work assignment is where you're going to have your rules that identify who to assign on call or not on call things like that so from this side on the on-call scheduling your advanced work assignment is what's going to give you the quickest response time during after hours and things like that and it's because of assignment rules so it's not part of on-call but it works with on-call to make sure you get the best efficiencies out of it um as well there's presence keep capacities levels now so you can say an agent can take two chats at a time or they can take X number of calls there's some capabilities there skills management we're going to get into as I said in a separate session in the future just to show you the skills Matrix and how you can identify on-call how many people have which skills and as well more on the coaching and learning to follow so we have one more poll question just to really understand how many people want to use coaching and skills going forward and if you uh are using it great and if you're using it as well what's the biggest challenge for your skills right is it automating assessments for coaching is it defining the skills is it materials what's happening and for all of those who who aren't using it and and it looks like there's quite a few are not using it then what are your concerns even if you're not using it what are your concerns as that you would like to see because those things will will remember and bring forward in our next session and okay we've got about 16 17 people about 50 percent of our group right now so I'm just going to end this poll and share my results if I can find them all right so we have not a lot of people only one really using coaching and skills right now in itsm Pro and 17 people who would like to know more so great we will definitely look at a session to to bring you more information on coaching and skills and training and then what is it you're looking at it's not automating assessments it's more defining the skills and then other which is interesting so if you have any thoughts that you would like to share in the survey please give us some hints as to those other questions and things you would like to share [Music] okay that said I just want to quickly go over some summaries and let's see if there's any other questions first of all if there's people on the roster and the first incident is given to the first person the second is given to the second and the third is given to the third person the new incident should be given to the first person what rotation and escalation path should we take for this so that's your round robin essentially right so a picture is is there really an easy way to define that do we have an escalation path that's actually built on around Robin so if you just have one roster out of the box we provide called roadway through members so it goes to the first member first if that doesn't pick up it goes to second but to very anchoring very specific question which you asked I first want to understand why you want to give the incident like this so I understand your assigning of incident is more on capacity than the person who is on call currently so I really want to understand is the use case really fit in on call or is it a classic case for advanced work assignment because advanced work assignment takes care of capacity availability Affinity skills schedule and all those things together so I want to understand this use case is about offers where nobody is working and then you want to really want somebody to look into it a classical on-call case or it's a time when everybody is working it's a normal time shift and then you want to assign these incidents in these ways so we can connect offline because the question is anonymous so I don't know who it is yeah maybe if you could send something through community on that we could follow up with you there okay um I I'm just going to share this through slides I'm not going to talk through it but this is the difference between Legacy and everything you've seen today from apeksha versus Workforce optimization so again we're going to make sure that you have actual demos available to you that are shared out that show how the same information Works in Workforce optimization okay for Utah release and highlights and updates one of the newest things that came out for just classic on-call scheduling is the fact that you can cancel an on-call escalation so when a ticket is reassigned to a totally different group without the same trigger then it's going to cancel your ongoing escalations that were happening before up until now that cancellation was not autumn you had to go in you had to tell people to ignore it and so on okay and for Workforce optimization there is a new um activation plug-in that I gave as well as a few hints there as to what's going on and let's see we've got one more resources slide and we can take another question I think uh this is again classic video links these are all excellent videos that have been done um mainly by a peak show over the last couple of years on how on-call works in the classic format excellent information there working on a calendar I think is the one that has the actual download to Outlook as well but if not reach out to us Workforce optimization there's where you can learn more about it there is a community Forum there is a demo there and of course you have the servicenow documentation for the two and the Legacy on-call scheduling does have information about the download to Outlook as well so just before we wrap up because we have about two minutes left I think um did we get everybody's questions there was one question which was not clear enough so I asked the person to type in more detailed reach out okay perfect so thank you everybody very very much for your time uh if you have anything else by all means reach out to us through the community and we'll be happy to get back to you as I said there will be a follow-up in the next week to give some more Workforce optimization feedback to this as well and we'll look for your answers on your polls and so on to look at scheduling something specifically around coaching and as skills do we have a community for classic on-call scheduling not explicitly we have on-call scheduling if you search under the itsm Community and thank you for the feedback thanks very much everyone thank you