Channel Management in Workforce Optimization for CSM
Monitor real-time performance across all service channels and queues. Track agent availability, manage work distribution, and collaborate with your team to resolve customer issues faster.
Overview
Channel Management provides real-time visibility into the health of your service channels and queues. Monitor waiting customers, available agents, and ongoing work. Collaborate with agents through chat whisper and work notes to solve complex issues faster.
With Channel Management, you can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on availability, capacity, and skills. Operational data collected here is used to forecast demand in the Schedules module.
The Channels and Queues view shows all queued work items across service channels, allowing managers to monitor case distribution, agent availability, and queue status at a glance.
Key Capabilities
Auto-refreshing KPIs every 5 seconds.
View pending work items and waiting times.
See availability, workload, and presence state.
Assign work items directly to agents.
Change agent presence for efficient routing.
Assist agents without customer awareness.
Service Channels and Queues
Set up service channels and queues to automatically route work to agents based on availability, capacity, and skills. Track real-time performance of customer service on consumer messaging channels including WhatsApp, Facebook, LINE, Amazon Connect, and SMS.
Channel Management Views
KPI cards for each service channel with auto-refresh every 5 seconds.
Active work interactions within each service channel and queue.
List of work items from queue-based routing with drill-down.
Agent availability, workload, and presence status.
Implementation
Channel Management is built on top of Advanced Work Assignment (AWA). Follow these steps to set up service channels and queues:
Set up Advanced Work Assignment to route work items automatically to agents based on availability, capacity, and skills.
Navigate to WFO for Customer Service > Channel Management > Service Channels to create or modify channels.
Navigate to Channel Management > Queues and create work item queues within each service channel.
In the Assignment Eligibility tab, define agent assignment rules and specify groups eligible to receive work.
Configure key performance indicators for service channels and queues to track real-time performance.
Channel Management as a Standalone Module
Channel Management can now be explored not only as part of the Enterprise SKU (full WFO package), but also as a standalone module for Pro and Pro Plus customers. Users with the Channel Management User role can access it directly from the Agent Workspace, no full WFO suite required.
What supervisors and team leads can do:
- View channels, queues, and agents they manage
- Monitor real-time KPIs and queue health
- Check agent presence and manually allocate work
- Drill down into agent profiles and assignments
Learning Resources
Roles
sn_channel_mgmt.admin
Channel Mgmt Admin: Full CRUD for channels, queues, KPIs
sn_channel_mgmt.user
Channel Mgmt User: Read access to reports and views
awa_manager
AWA Manager: Included in Channel Mgmt User
Happy implementing. Comment below for questions or to share your Channel Management success stories.
