Workforce Management in JSM: New Features Rolling Out Now!

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Since launching Workforce Management (WFM) in Jira Service Management, we have been heads-down building on your feedback. We are excited to share the next wave of features that are now starting to roll out!

*You can also Sign up here to test Skills-based and automated Team-based Routing.

Coverage Gaps

When someone becomes unavailable for a shift, it can leave your team short-staffed. The Coverage Gaps view gives admins visibility into exactly where those open slots are, so they can quickly reassign that shift to another available operator and keep service running smoothly.

Capacity Rebalancing

When workload shifts unexpectedly, Capacity Rebalancing helps you redistribute work across individuals and teams in real time, keeping things efficient and helping ensure customer SLAs are not missed.

Forecasting

Plan your team's schedule with greater confidence based on historical data, giving you a clearer picture of what to expect so your team is ready when demand peaks. WFM now provides Forecasting as an out of the box template in the Summary page. 

Reporting

Gain insights into how your workforce is performing, right in the Summary page. The new Reporting capabilities gives admins the data they need to make informed decisions and keep their teams running at their best. It spans all WFM features including Scheduling, Availability, and Capacity.

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What's coming next and how you can shape it

We are now running our next Early Access Program, focused on making WFM smarter and more automated:

• AI-based Smart Routing: Automatically assign incoming requests to the right team using AI

• Skills and Skills-based Routing: Define proficiency and let the system route to experts who are trained to handle the request.

If either of these is on your radar, we would love to have you involved early.
➡️ Sign up here !!

Drop your thoughts in the comments; we read every one. And if you would like to chat directly, book time with our team.

Thank you for being part of this journey.

Anshumaan Bhartiya
PM, JSM | Atlassian

[Rune Rasmussen]

Very nice changes. Workforce management definitely has potential to become very useful.

For Coverage Gaps, we have a large shared JSM Space used by several teams, but we will not be making every Team lead or Service owner Space admin.
And we two full time Atlassian Admins will not be managing their coverage.
Ideally we would want to be able to define a Team lead or owner that can manage their own coverage.
Or at the very least give them a specific "Workforce management" permission.

In the What's coming next entry on Skills and Skills-based Routing, what Agents are we talking about exactly?
Human agents or AI agents?

[Anshumaan Bhartiya]

@Rune Rasmussen thanks, glad to hear you see value!

We're referring to human agents, and the ability to create skills and assign them to humans on the team (I've updated the content to avoid confusion).

Thanks for your suggestions on the Team Lead role, this is something we are already evaluating and I'll come back once we have more.

[Subrata Dass]

@Rune Rasmussen thanks for the query on RBAC ..... Its on our Radar ....