| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nWorkforce Optimization User \\[sn\\_wfo.user\\]\n\n | \n\nGrants read access to primary group and additional managers.\n\n | \n\npa\\_analyst\n\n |
| \n\nWorkforce Optimization Admin \\[sn\\_wfo\\_fsm.admin\\]\n\n | \n\nGrants administrative rights to create, read, update, and delete \\(CRUD\\) additional managers.\n\n | \n\nsn\\_wfo.user\n\n |
| \n\nWorkforce Optimization FSM Manager \\[sn\\_wfo\\_fsm.manager \\]\n\n | \n\nGrants rights to create, read, or update, coaching, scheduling, teams, or channel management applications.\n\n | \n\n- skill\\_manager\n- wm\\_manager\n- sn\\_wfo\\_cfg\\_ws.manager\n- sn\\_shift\\_planning.admin\n- sn\\_customerservice\\_manager\n- sn\\_wfo.user\n- sn\\_channel\\_mgmt.user\n- sn\\_coaching.coach\n- sn\\_sre.user\n- sn\\_team\\_perf.team\\_performance\\_user\n\n |
| \n\nWorkforce Optimization FSM Admin \\[sn\\_wfo\\_fsm.admin \\]\n\n | \n\nGrants administrative rights to create, read, update, and delete \\(CRUD\\) coaching, scheduling, teams, or channel management applications.\n\n | \n\n- agent\\_schedule\\_admin\n- sn\\_wfo\\_fsm.manager\n- sn\\_coaching\\_admin\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nShift Planning User \\[sn\\_shift\\_planning.user\\]\n\n | \n\nGrants read access for scheduling including the ability to view schedules and shifts.\n\n | \n\n\n\n |
| \n\nShift Planning Agent \\[sn\\_shift\\_planning.agent\\]\n\n | \n\nGrants agents access to their calendar and request shift swap or time-off.\n\n | \n\nsn\\_shift\\_planning.user\n\n |
| \n\nShift Planning Admin \\[sn\\_shift\\_planning.admin\\]\n\n | \n\nGrants administrative access to create, read, update, and delete \\(CRUD\\) schedules and work shifts.\n\n | \n\n- sn\\_shift\\_planning.approver\n- sn\\_shift\\_planning.user\n- sn\\_shift\\_planning.agent\n\n |
| \n\nProperty\n\n | \n\nDescription\n\n |
|---|---|
| \n\nsn\\_shift\\_planning.number\\_of\\_days\\_to\\_cache\n\n | \n\nNumber of days to cache agent schedules.- **Type:** Integer\n- **Default value:** 5\n\n |
| \n\nsn\\_shift\\_planning.enable\\_schedule\\_adherence\n\n | \n\nCalculates and displays schedule adherence information for your agents.- **Type:** Boolean\n- **Default value:** True\n\n |
| \n\nsn\\_shift\\_planning.early\\_clockin\\_threshold\n\n | \n\nThreshold settings indicate how many minutes early or late an agent can clock-in or clock-out from the scheduled time without being considered non-adherent. This is the acceptable duration of time flexibility for an agent to start work before the scheduled start time. - **Type:** Integer\n- **Default value:** 60 min\n\n |
| \n\nsn\\_shift\\_planning.adherence\\_threshold\n\n | \n\nSets the percentage for a threshold in adherence. The agents who do not qualify as above the defined threshold value \\(70%\\) are considered non-adherent agents. - **Type:** Integer\n- **Default value:** 70%\n\n |
| \n\nsn\\_shift\\_planning.conformance\\_lower\\_threshold\n\n | \n\nSet the lower threshold percentage for flexibility in conformance. The agents who do not qualify for the defined lower and upper conformance threshold values \\(80-120\\) are considered non-conformant agents. - **Type:** Integer\n- **Default value:** 80%\n\n |
| \n\nsn\\_shift\\_planning.conformance\\_upper\\_threshold\n\n | \n\nSets the upper threshold percentage for flexibility in conformance. The agents who do not qualify for the defined lower and upper conformance threshold values \\(80-120\\) are considered non-conformant agents.- **Type:** Integer\n- **Default value:** 120%\n\n |
| \n\nsn\\_shift\\_planning.auto\\_clockout\\_threshold\n\n | \n\nThreshold time for the system to wait and generate automatic clock-out events when agents forget to clock-out. For example, if the threshold is set to 60 minutes and an agent's planned work shift is 8 a.m. to 5 p.m. but the agent fails to clock out at 5 p.m., the system waits for 60 minutes and then generates an automatic clock-out event. - **Type:** Integer\n- **Default value:** 60 min\n\n |
| \n\nsn\\_fsm\\_disp\\_wrkspc.agent\\_shift\\_schdlng\\_event\\_color\n\n | \n\nEnables the default colors configured for each event type to display the same event spans with same color in Dispatcher Workspace.**Note:** You must select a dynamic value to display the selected color of workforce optimization events in Dispatcher Workspace.\n\n - **Type:** String\n- **Default value:** static\n\n |
| \n\nName\n\n | \n\nDescription\n\n |
|---|---|
| \n\nShift Planning - Delete All Agent Schedules Cache\n\n | \n\nDeletes cache from the sn\\_shift\\_planning\\_agent\\_availability table.- Runs automatically everyday at 2:30 a.m.\n- Run this job on demand when you import data.\n\n |
| \n\nClock-out event generation \\(For scenarios where the clock-out event does not get triggered\\)\n\n | \n\nGenerates clock-out events every 4 hours if agents haven't clocked out. **Note:**\n\nFor example, say an agent's work shift times are from 8 a.m. to 5 p.m. and the **sn\\_shift\\_planning.auto\\_clockout\\_threshold** property value is set to 60 minutes. If the agent clocks in and fails to clock out, the scheduled job waits till 6 p.m. \\(5 p.m.+60 minutes\\) and if there is no clock out till 6 p.m., the system generates a clock-out event with the agent's shift end time.\n\n |
| \n\nPopulate Agent Time Worked Summary\n\n | \n\nRuns daily to calculate the time worked, adherence, and conformance based on an agent's planned and actual work shift times for the previous day. The values are stored in the \\[sn\\_shift\\_planning\\_time\\_worked\\_summary\\] table.\n\n |
| \n\nUpdate Wrapper End Time for Actual Work Events\n\n | \n\nRuns daily to make sure the actual work wrapper end-time is equal to last clock-out time.\n\n |
| \n\n\\[Schedule Adherence\\] Daily Data Collection\n\n | \n\nRuns the job daily and collects data for all teams indicators.\n\n |
| \n\n\\[Schedule Adherence\\] Historic Data Collection\n\n | \n\nRuns the job and collects historic data for all teams indicators.\n\n |
| \n\n\\[Schedule Adherence\\] Weekly Data Collection\n\n | \n\nRuns the job weekly and collects data for all indicators in Manager Workspace.\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nTeams User \\[sn\\_team\\_perf.team\\_performance\\_user\\]\n\n | \n\nGrants access to read KPI tables.\n\n | \n\n- sn\\_wfo.user\n- pa\\_analyst\n\n |
| \n\nTeams Admin \\[sn\\_team\\_perf.team\\_performance\\_admin\\]\n\n | \n\nGrants access to create and configure KPIs, KPI groups, and assignment groups in the Teams module.\n\n | \n\n- sn\\_wfo.admin\n- sn\\_team\\_perf.team\\_performance\\_user\n\n |
| \n\nProperty\n\n | \n\nDescription\n\n |
|---|---|
| \n\nsn\\_team\\_perf.kpi\\_group.max\\_parent\\_kpis\n\n | \n\nThe maximum number of parent indicators that you can add to one KPI group.- **Type:** Integer\n- **Default value:** 5\n\n |
| \n\nsn\\_team\\_perf.kpi\\_group.max\\_supporting\\_kpis\n\n | \n\nThe maximum number of supporting KPIs you can define for a parent KPI.- **Type:** Integer\n- **Default value:** 10\n\n |
| \n\nsn\\_team\\_perf.ws.max\\_assignment\\_groups\n\n | \n\nThe maximum number of assignment groups prioritized by order number to display on the Teams application in Manager Workspace.- **Type:** Integer\n- **Default value:** 15\n\n |
| \n\nsn\\_team\\_perf.default\\_date\\_range\n\n | \n\nThe default date range set in the date range picker.- **Type:** Integer\n- **Default value:** 30\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nCoaching Admin \\[sn\\_coaching.admin\\]\n\n | \n\nGrants administrative rights to create, read, update, and delete \\(CRUD\\) coaching opportunities, assessments, training, and skills.\n\n | \n\n- sn\\_coaching.coach\n- sn\\_lc.learning\\_admin\n\n |
| \n\nCoaching Coach \\[sn\\_coaching.coach\\]\n\n | \n\nGrants administrative rights to create, read, or update coaching opportunities, assessments, training, and skills.\n\n | \n\n- sn\\_coaching.trainee\n- pa\\_viewer\n- sn\\_lc.catalog\\_manager\n\n |
| \n\nCoaching Trainee \\[sn\\_coaching.trainee\\]\n\n | \n\nGrants access to add training, assessments, and skill records.\n\n | \n\n- skill\\_user\n- pa\\_viewer\n- survey\\_reader\n\n |
| \n\nProperty\n\n | \n\nDescription\n\n |
|---|---|
| \n\nsn\\_coaching.learning\\_default\\_duration\n\n | \n\nNumber of days to read a knowledge article or complete training. The admin \\(sn\\_wfo.admin\\) sets the number of days for the trainee to complete reading an article or complete training. The number of days is converted to the due date for the trainee to complete the training. It is calculated from the current date, taking the trainee's time zone into consideration.- **Type:** Integer\n- **Default value:** 5\n\n |
| \n\nsn\\_coaching.exclude\\_weekends\\_on\\_training\\_due\\_date\n\n | \n\nExcludes weekends when the due date is set for trainees to complete training.- **Type:** true \\| false\n- **Default value:** true\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains Roles\n\n |
|---|---|---|
| \n\nLearning admin \\[sn\\_lc.learning\\_admin\\]\n\n | \n\nGrants administrative rights to create, read, update, and delete \\(CRUD\\) catalog, learning content, roles, and configure learning source.\n\n | \n\n- sn\\_lc.catalog\\_manager\n- sn\\_hr.integr\\_fw.admin\n\n |
| \n\nLearning catalog manager \\[sn\\_lc.catalog\\_manager\\]\n\n | \n\nGrants administrative rights to create, read, or update learning catalogs.\n\n | \n\n- sn\\_lc.task\\_creator\n- sn\\_lc.content\\_writer\n\n |
| \n\nLearning catalog group manager \\[sn\\_lc.catalog\\_group\\_manager\\]\n\n | \n\nGrants administrative rights to create, read, or update learning catalogs based on groups.\n\n | \n\n- sn\\_lc.task\\_creator\n- sn\\_lc.content\\_writer\n\n |
| \n\nLearning content creator \\[sn\\_lc.content\\_creator\\]\n\n | \n\nGrants administrative rights to create, read, or update internal courses.\n\n | \n\nsn\\_lc.content\\_reader\n\n |
| \n\nLearning content writer \\[sn\\_lc.content\\_writer\\]\n\n | \n\nGrants read or write access for learning courses.\n\n | \n\nsn\\_lc.content\\_creator\n\n |
| \n\nLearning content reader \\[sn\\_lc.content\\_reader\\]\n\n | \n\nGrants read access for learning courses.\n\n | \n\nnone\n\n |
| \n\nLearning content advisor \\[sn\\_lc.learning\\_advisor\\]\n\n | \n\nCan assign learning tasks.\n\n | \n\nnone\n\n |
| \n\nLearning task creator \\[sn\\_lc.task\\_creator\\]\n\n | \n\nGrants read or write access for learning tasks.\n\n | \n\nnone\n\n |
| \n\nTable\n\n | \n\nDescription\n\n |
|---|---|
| \n\nLearning External Content\\[sn\\_lc\\_external\\_content\\]\n\n | \n\nStores details of external course items pulled from third-party systems.\n\n |
| \n\nLearning User Course Activity\\[sn\\_lc\\_user\\_course\\_activity\\]\n\n | \n\nStores details of learning course activities such as the user to whom the course is assigned, status, due date, and name of the learning course.\n\n |
| \n\nLearning Content\\[sn\\_lc\\_content\\]\n\n | \n\nStores details of internal learning content such as knowledge articles or videos that are created in ServiceNow.\n\n |
| \n\nLearning Course Item\\[sn\\_lc\\_course\\_item\\]\n\n | \n\nStores details of learning course items such as the source to which the learning course belongs.\n\n |
| \n\nLearning Catalog\\[sn\\_lc\\_catalog\\]\n\n | \n\nStores details of learning catalog items with its course items.\n\n |
| \n\nLearning Task\\[sn\\_lc\\_learning\\_task\\]\n\n | \n\nStores details of learning tasks, such as the user to whom the learning task is assigned and the date by which the learning task must be completed.\n\n |
| \n\nLearning System Configuration\\[sn\\_lc\\_learning\\_system\\_configuration\\]\n\n | \n\nStores configuration parameters of third-party learning management system sources.\n\n |
| \n\nProperty\n\n | \n\nDescription\n\n |
|---|---|
| \n\nglide.ui.sn\\_coaching\\_assessment\\_activity.fields\n\n | \n\nEdit coaching assessment activities.- **Type:** string\n- **Default value:** assigned\\_to,cmdb\\_ci,state,impact,priority,opened\\_by,work\\_notes,comments,\\*Attachments\\*,assessment\\_of\n\n |
| \n\nsn\\_coaching.recommended\\_learning\\_deprecated\n\n | \n\nCoaching recommended trainings is being deprecated and replaced with learning tasks and course items from Coaching With Learning.- **Type:** string\n- **Default value:** true\n\n |
| \n\nsn\\_coach.lrn.exclude\\_weekends\\_on\\_learning\\_task\\_due\\_date\n\n | \n\nEnable property to exclude weekends while setting the due date for learning tasks.- **Type:** true\\|false\n- **Default value:** true\n\n |
| \n\nsn\\_coach\\_lrn.learning\\_list\\_menu\\_props\n\n | \n\nData array properties for the now-list-menu component on the Learning Tasks tab, coaching module.- **Type:** string\n- **Default value:** script for data array\n\n |
| \n\ncom.glide.transform.json.max-partial-length\n\n | \n\nTransforms JSON objects to internal objects and sets the word limit for records fetched through an API call.- **Type:** integer\n- **Default value:** 16384\n\n **Note:**\n\nYou must add this system property to set the desired value. For more information, see [Add this system property](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_AddAPropertyUsingSysPropsList.md).\n\nWhen you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail. For more information, see [Integrate Coaching With Learning with third-party learning management systems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/integrate-learning-third-party-configurable-wfo-cs.md).\n\n |
| \n\ncom.snc.process\\_flow.reporting.serialized.val\\_size\\_limit\n\n | \n\nSpecify the number of bytes allowed for runtime values in each step in the flow execution details. To prevent truncation, set the value to an integer equal to or less than zero.- **Type:** integer\n- **Default value:** 16384\n\n **Note:** When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail. For more information, see [synchronize](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/integrate-learning-third-party-configurable-wfo-cs.md).\n\n |
| \n\nRole title \\[name\\]\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nSkill Recommendation User \\[sn\\_sre.user\\]\n\n | \n\nGrants rights to view skill recommendation tables.\n\n | \n\nwfo.user\n\n |
| \n\nSkill Recommendation Admin \\[sn\\_sre.admin\\]\n\n | \n\nGrants administrative rights to edit the properties for skill recommendation.\n\n | \n\n- wfo.admin\n- sn\\_sre.user\n\n |
| \n\nProperty\n\n | \n\nDescription\n\n |
|---|---|
| \n\nEnable skill recommendation.\n\nsn\\_sre.enable\\_skill\\_recommendation\n\n | \n\nEnable this property to start recommending skills for agents.- **Type:** true \\| false\n- **Default value:** true\n\n |
| \n\nMaximum number of skills to predict based on supervised learning.\n\nsn\\_sre.max\\_supervised\\_skills\n\n | \n\nUsing supervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction.- **Type:** Integer\n- **Default value:** 3\n\n |
| \n\nMaximum number of skills to predict based on supervised learning.\n\nsn\\_sre.max\\_unsupervised\\_skills\n\n | \n\nUsing unsupervised learning, the maximum number of skills to predict for each incident ordered by confidence of prediction.- **Type:** Integer\n- **Default value:** 3\n\n |
| \n\nNumber of times Predictive Intelligence must predict the same skill for an agent before recommending it for the agent.\n\nsn\\_sre.user\\_predicted\\_skill\\_threshold\n\n | \n\nThe number of times Predictive Intelligence must predict the same skill for an agent before recommending the skill for the agent. - **Type:** Integer\n- **Default value:** 20\n\n |
| \n\nSimilarity solution definition to recommend skills from similar tasks.\n\nsn\\_customerservice.unsupervised\\_solution\\_definition\\_for\\_tasks\n\n | \n\nName of the Predictive Intelligence solution definition used for predicting skills to resolve tasks using unsupervised learning. If you have created your own solution definition, you can replace the default one with the one you have created.- **Type:** String\n- **Default value:**ml\\_sn\\_sn\\_customerservice\\_global\\_recommend\\_similar\\_skills\\_for\\_tasks\n\n |
| \n\nSimilarity solution definition to recommend skills for tasks.\n\nsn\\_customerservice.supervised\\_solution\\_definition\\_for\\_tasks\n\n | \n\nName of the Predictive Intelligence solution definition used for predicting skills to resolve tasks using supervised learning. If you have created your own solution definition, you can replace the default one with the one you have created.- **Type:** String\n- **Default value:**ml\\_sn\\_sn\\_customerservice\\_global\\_recommend\\_skills\\_from\\_similar\\_tasks\n\n |
| \n\nTable\n\n | \n\nDescription\n\n |
|---|---|
| \n\nUser Predicted Skill \\[sn\\_sre\\_user\\_predicted\\_skill\\]\n\n | \n\n- Stores how many times a skill has been predicted for the user.\n- Skills not recommended in the last 60 days are automatically deleted from this table.\n\n |
| \n\nTask Predicted Skill \\[sn\\_sre\\_task\\_predicted\\_skill\\]\n\n | \n\n- Stores the skills predicted to resolve each type of incident.\n- Records created over 60 days ago are automatically deleted from this table.\n\n |