Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for Customer Service
Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.
Before you begin
Important: This feature is available with the Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for CS configurable workspace.
Set the map application scope to Coaching. For information on how to set the scope, see Set map application scope.
Role required: admin
About this task
Replace the existing indicator with any Performance Analytics indicator that has the Assigned to and Assignment group breakdowns to display in the Coaching Overview tab in the Coaching application.
Procedure
In the application navigator, enter
sys_properties.list.Select New.
Enter the following field values.
| Field | Value |
|---|---|
| Name | sn\_coaching.coaching\_overview\_default\_quality\_indicator |
| Application | Coaching |
| Type | string |
| Value | \{"title": "<name>", "sys\_id": "<sys id>"\}where <name> is the name of the indicator that you want to display in the Coaching Overview tab and <sys id> is the unique record identifier \(sys\_id\) of the indicator. Example: - Name: % of P1 incidents resolved on first call. - Sys ID: 0423e59387401010ca99e12397cb0bbb \{"title": "% of P1 incidents resolved on first call", "sys\_id": "0423e59387401010ca99e12397cb0bbb"\} |
| Read roles | sn\_coaching.coach |
Select Submit.
The configured indicator replaces the existing indicator in the Overview tab in the Coaching application in Workforce Optimization for Customer Service.
Parent Topic:Setting up Coaching in Workforce Optimization for Customer Service