Thank You for an Incredible AMA: Workforce Optimization in JSM

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Thank you all for your amazing participation in our recent AMA! The turnout, the quality of questions, and the engagement from the community were truly inspiring. We appreciate everyone who took the time to join, ask questions, and share feedback.

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🎉 Join the Early Access Program (EAP)!

We’re excited to invite you to participate in our Early Access Program. Your feedback will help shape the future of these features.

➡️  Sign up Now!!

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Summary of Questions & Answers

Here are some of the key questions that came up, along with summarized answers:

• Is this functionality only for Enterprise customers?
  No — it will be available to Premium+ customers.

• Can an agent or manager change their status in real time?
  Yes, status changes are near real-time.

• How can we sign up for the EAP?
  Use the EAP signup link: Sign up Now!!

  Can capacity be based on priority level (e.g., 3×P3 at once but only 1×P1)?
  Not supported today, but it’s a great suggestion and will be considered. In the near future, you will be able set up capacity at the team and agent level.

• Is the assignee field restricted by team membership?
  Yes — criteria are applied to select the correct agent based on team inputs.

• How is the team selected for automatic routing?
  In EAP 1, team selection is manual, then individual assignment is automated. Expansion to automated team assignment is being planned for a second phase.

• Does this apply to JSM work items or also Alerts?
  JSM work items only to begin with, but we are exploring other channels.

• Can you choose which service spaces this functionality is enabled in?
  Yes — it’s only active in the service spaces you enable.

• Is there a dashboard gadget for reporting?
  Some metrics will be available as part of the EAP, and we will incorporate EAP feedback to enhance these metrics.

• Can you select multiple teams/groups for escalation (e.g., L1/L2/L3)?
  Escalation is not a part of this release, but we will consider it for future releases depending on feedback

• Combination of automatic and manual routing — possible?
  This is possible across spaces. Within a space, you will be able to select either manual or automatic routing.

• Can you set up a secondary schedule?
  Yes — two different schedules for agents in the same team are supported.

• Can capacity be based on something other than count of work items (e.g., LOE/estimated hours)?
  Currently based on count; exploring hours/effort-based capacity.

• Will Rovo help with this?
  Already being explored, and we are looking at enabling experiences across all the pages.

• Will this reduce the need for automations to assist with routing?
  That’s the goal!

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📊 Survey Results

Thank you to everyone who filled out the post-AMA survey!

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📺 Missed the AMA?

You can watch the full recording here:

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Thank you again for your engagement and support. We look forward to your continued participation and feedback!

[Muhammad Fahad]

Signed up and looking forward to it @Anshumaan Bhartiya 

[Josh]

@Anshumaan Bhartiya are you anticipating building out the ability to select both automatic and manual routing *within* a space in the future?

• Combination of automatic and manual routing — possible?
  This is possible across spaces. Within a space, you will be able to select either manual or automatic routing.