In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:

What is Workforce Optimization?

Flexible scheduling and on-call

Forecasting agent demand

Performance Analytics and KPIs for individual agents

Using external learning resources for agents

For more information, see:

Product documentation: Workforce Optimization for ITSM

Community blog: Workforce Optimization for ITSM - Rome features

Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM

Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning

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