---
title: Get insights into performance of your team
description: Get insights into process bottlenecks and find potential areas that you could optimize. You can also view variation analysis.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/analyze-process-insights-po-wfo.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Analyzing team performance, Teams, Workforce Optimization for ITSM, IT Service Management]
---

# Get insights into performance of your team

Get insights into process bottlenecks and find potential areas that you could optimize. You can also view variation analysis.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: sn\_process\_optimization\_analyst

You must have mined the project for that KPI group for which you want to analyze process insights.

## About this task

You get the process insights and variation analysis for a parent or a child KPI. You can also view the metrics and records for a parent or child KPI.

## Procedure

1.  Navigate to **Workspaces** > **Manager Workspace**.

2.  Select the Teams icon \(\[Omitted image "teams-icon.png"\] Alt text: Teams icon\).

    The Teams page opens.

    **Note:** The Teams page shows assignment groups and their corresponding details, for example, Average handle time, Closed incidents, or Final call resolution. You can click the values for the related assignment group if you want more details. Such as, if you click a value for Average handle time, the new page shows the average handle time metrics detail page for the group IT service desk.

3.  Select the assignment group, for example IT Service Desk, for which you want to analyze process insights.

    The Teams page shows the KPIs that are mapped to an assignment group and the KPI groups that you selected in the KPI group list. You can change the KPI group using this list. You see the KPIs belonging to the KPI group for the same assignment group. But if only one KPI group is associated with the selected assignment group, the **KPI group** list is displayed as inactive.

    If you further drill down into a specific user in an assignment group, the user details page shows the assignment group that the user belongs to and the KPI group that the assignment group belongs to.

4.  Drill down into a KPI, for example, Closed incidents.

    **Note:** If you want to view insights for a parent KPI, click the **Process analysis** tab. Click the **Metrics** tab to view the metric details, for example, the details of Closed incidents. To see the number of records for closed incidents, click the **Records** tab.

5.  Drill down into a KPI for an agent, for example, P1 incidents.

6.  Select the **Process analysis** tab and perform process insights and variation analysis.

    You can analyze the process insights for the date range for which you’ve mined the data. For more information on business insights, see [View business insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/now-intelligence/view-business-findings.md).


**Parent Topic:**[Analyzing team performance using Teams in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/teams-workforce-optimization-configurable-wfo-itsm.md)

**Related topics**  


[Analyze and get process insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/now-intelligence/analyze-get-process-insights.md)