Teams in Workforce Optimization for ITSM

Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.

This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.

The image shows a visual representation of how you can organize your teams into groups.

Drill down into your reports.

As an administrator for Teams, you can:

• Create a KPI group for a common set of indicators (KPIs) you use to measure your teams' performance.

  Note: Your teams are called assignment groups within the Teams application.

• Add the KPIs to the KPI group.

• Add assignment groups to the KPI group.

  Note: Make sure that you’ve added a manager to each assignment group. The manager either directly manages the assignment group or needs visibility into the assignment group.

As a manager, you can:

• Analyze the performance trends for your teams.
• Drill down into the performance of teams, agents, or incidents.

Getting started with Teams n Workforce Optimization for ITSM

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