In this video, we
show how to use the Workforce Optimization team's module so that managers can track
their team's performance. Ingrid Menard is the manager of IT operations for a large organization
with 12 teams reporting to her. Each team has between 20 and 50 agents. In Manager Workspace, Ingrid can access her team's information,
set data filters, review the team's performance metrics,
and view her agents profiles. She selects the team's module
from the sidebar to see the list of her teams where she's
a direct manager or an additional manager. At a glance, she reviews the KPI or key performance
indicators values for each team. These three teams are set up under the KPI
group name IT service and IT Service desk is Ingrid's team. The other two teams appear here
because Ingrid is an additional manager for them, though
she doesn't directly manage them. She needs visibility
into their performance. Daily metrics are displayed for each team. Ingrid can view the data for various time
periods. For example,
a day, the week or the last 30 days. The daily indicators appear in the order
that they're added or configured using the order field in the KPI group,
because the same KPIs are associated with the three groups. Ingrid can make a side by side
comparison of each group. Clicking the name of any group displays
the group record, which contains the performance metrics
for the team and each member of the team. This shows each of the KPI metrics
broken down by assigned user. Ingrid clicks. One of the metrics at the top
to view it in more detail. The data reflects the time period
she selected earlier. She sees the trend over time and this information
is also broken down by assigned to. Here are the supporting KPIs
assigned to the parent KPI. The parent KPI is the average handle time and below is the breakdown by priority
and assigned user. Ingrid can also set up targets and display how each indicator is performing
against its corresponding target. She can click a name in the list
to view more details about a team members performance. Or she can view the team members entire record and visualize
their contributions to the KPIs. The user record also shows upcoming
time off, presence history, assigned training, skills
and a breakdown of each skill. Here Ingrid sees that Alberta has 23 technical skills, 14 at basic proficiency, five at intermediate proficiency,
and four at advanced level. The same goes for language. Listed below. Alberta's profile picture are her assignment groups, manager
and teammates in the tabs at the top. Ingrid can view additional information
in the details tab. She sees an overview of Alberta's system
profile. In the active work tab. She sees everything Alberta is working on. The schedule tab shows Alberta's calendar information
like time off breaks and ships. The pending work tab shows
all the work in Alberta's queue. On the skills tab. She can see a list of Alberta
skills and proficiency level. The task tab lists all the work items
she has worked on or is working on. And the group's tab shows Alberta's
primary assignment groups as well as additional
groups she belongs to. Back on the main group page. Ingrid can you details about the entire team and see all of your team's performance
right here in a single location. For more information, see our product documentation
or knowledge base. Or ask a question
in the ServiceNow community.