Configure supervisor lists for service channels

Configure supervisor lists in a service channel to view the list of active work items across service channels and queues.

Before you begin

Role required: sn_channel_mgmt.admin

About this task

A database view that defines table joins is used for generating reports for a supervisor list. For example, you can create a database view that can join the Incident table to the Interaction and Metric tables. When you use this database view, and create a supervisor list to report on the active work items, you may include fields from any of these three tables. For more information, see Working with database views for reporting.

Note: You can configure three supervisor lists for each service channel. The first three lists with the lowest order number appear in Channel Management.

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Channel Management > Service Channels.

2. Select the service channel to which you want to add a supervisor list.

3. Click the Supervisor Lists tab.

   Note: If you do not see the Supervisor Lists tab, you must configure the form layout and the Reports related list.

4. Click New.

5. On the form, fill in the fields:

1. Click Submit.

   The supervisor list is added to the service channels and appears in the Channels module in Manager Workspace.

Parent Topic:Setting up Channels in Workforce Optimization for ITSM