Channels in Workforce Optimization for ITSM
Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.
Manage queues and monitor real-time team performance from a central location using Channel Management.
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Channel Management Drill Down Metrics
Channel Management Drill Down Metrics
As a channel manager, you can:
- Associate assignment groups to queues
- Monitor the health of your queues in real time
- Track team performance
- Monitor pending work items in the queue
Getting started with Channels in Workforce Optimization for ITSM
Easily find the tasks that you must complete in the Channels module.
| Benefit | Role | Find tasks to complete in Channels |
|---|---|---|
| Activate Channels in Workforce Optimization for ITSM. | admin | Activate Channels |
| Refer to the components such as roles, system properties, and reports used in Channels. | Any Channels role | Understand components used in Channels in Workforce Optimization for ITSM |
| Set up service channels, queues, and key performance indicators to route work items automatically to agents. | Channel Management Admin | Set up Channels in Workforce Optimization for ITSM |
| Route work items to assigned groups. | Channel Management User | Automatically route work items to agents |