0
5.0.0
Yokohama, Xanadu, Washington DC, Vancouver
- A field service manager may be responsible for many teams and field agents. They need a quick and centralized way to plan and monitor the work they oversee.
- Workforce Optimization for Field Service Management offers an easy-to-use, streamlined Manager Workspace experience that allows managers to create and edit work shifts, assess performance, analyze KPIs, and perform other daily tasks critical to ensuring that field service work is completed efficiently.
- Team performance KPIs and coaching allow managers to identify potential issues with a field agent's previous work, as well as gaps in knowledge, based on task requirements and skills then take action to resolve such problems.
- Field agents can create personal events and request time off from their mobile calendar, allowing the manager to view such events on the team calendar and approve or reject requested PTO.
Team summary and performance analytics
- Dashboards and reports highlighting team and field agent KPIs
Team calendar and shift schedules
- Create shift and schedule plans
- Associate shifts and schedules to field agents and groups
- View and monitor planned shift schedules
- Create and approve time-off events
- Flexible breaks
Team Management
- Monitor and manage team skills and field agent performance
Coaching
- Provide training for field agents to address skills gaps
- Identify and create opportunities for field agent improvement
- Leverage internal and external training content for field agents to learn, grow, and remain engaged
- Latest Manager workspace dependencies uptake for FSM
- Performance enhancements for shift planning API to retrieve WFO schedules
- Required plugins and products
Require FSM shift scheduling, FSM team management and ITSM Coaching with Learning modules - Dependencies
sn_fsm_shift_schdl
sn_fsm_team_mgmt
com.snc.sre
sn_coach_lrn
- Properties that need to be created or set to activate the content pack - NA
- Affected business rules - NA
- Affected script includes - NA
- .jar files that need to be uploaded, if applicable - NA