Setting up Teams Workforce Optimization for Field Service

Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.

You can define a set of key Performance Indicators (KPIs) to analyze the performance of all groups within your team. Drill into the metrics for a group, an agent, or a work order task within the team all from a central location.

As an administrator, you can configure KPIs as well as child KPIs. The child KPIs appear when you drill-down into top level KPIs. For example, Closed Work Order Tasks KPI has P1 Tasks, P2 Tasks as child KPIs.

Related topics

Teams in Workforce Optimization

Create KPI groups to monitor team performance

Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate KPI groups with assignment groups, you can monitor your team's performance.

Before you begin

Role required: sn_team_perf.team_performance_admin

Procedure

1. Create a KPI group.

   1. Navigate to All > Workforce Optimization for Field Service > Team Performance > KPI Groups.

   2. Click New.

   3. In the Name field, enter a name for the KPI group.

   4. In the Type menu, select Teams.

   5. Right-click the form header and click Save.

      You can add up to five KPIs to a KPI group.

2. Add KPIs to a KPI group.

   1. In the KPIs related list, click New.

   2. In the KPI field, select the KPI to apply for this group.

   3. Click Submit.

3. Add KPI assignment groups to the KPI group.

   Note:

   • You can associate a KPI assignment group only to one KPI type.
   • You can add additional managers to each assignment group.
   • You can associate a user with a KPI group as the primary assignment group for that user.

   • In the Assignment Groups tab, click Edit.

   • Move the desired assignment groups from the Collection to the Assignment Groups list.

   • Click Save.

Add managers to a KPI assignment group

Assign one or more managers to each KPI assignment group so that they can gain visibility into the group and monitor the team's performance.

Before you begin

Role required: sn_wfo_admin or admin

About this task

You can associate a user with a primary assignment group by selecting the group in the user record. For more information, see Create a user.

Procedure

1. Navigate to All > Workforce Optimization for Field Service > Team Performance > Additional Manager.

2. Click New.

3. In the Assignment Group field, select an assignment group.

4. In the Manager field, select a manager you want to add for this assignment group.

5. Click Submit.