---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Channels

# Channels in Workforce Optimization for ITSM {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

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
{#exploring-channels-configurable-workforce-optimization-itsm__ul_pfl_hv5_4lb}

## Getting started with Channels in Workforce Optimization for ITSM {#exploring-channels-configurable-workforce-optimization-itsm__section_f2s_jxx_yxb}

Easily find the tasks that you must complete in the Channels module.{#exploring-channels-configurable-workforce-optimization-itsm__table_irw_nw3_4xb__entry__3}

| Benefit | Role | Find tasks to complete in Channels |
|-|-|-|
| Activate Channels in Workforce Optimization for ITSM. | admin | [Activate Channels](https://www.servicenow.com/docs/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") |
| Refer to the components such as roles, system properties, and reports used in Channels. | [Any Channels role](https://www.servicenow.com/docs/GlWGxWntzql2kXSDZa2H7g "Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.") | [Understand components used in Channels in Workforce Optimization for ITSM](https://www.servicenow.com/docs/GlWGxWntzql2kXSDZa2H7g "Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.") |
| Set up service channels, queues, and key performance indicators to route work items automatically to agents. | [Channel Management Admin](https://www.servicenow.com/docs/GlWGxWntzql2kXSDZa2H7g "Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.") | [Set up Channels in Workforce Optimization for ITSM](https://www.servicenow.com/docs/ThAP6fQY4gfMNs15K6_LGg "Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.") |
| Route work items to assigned groups. | [Channel Management User](https://www.servicenow.com/docs/GlWGxWntzql2kXSDZa2H7g "Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.") | [Automatically route work items to agents](https://www.servicenow.com/docs/p9qCaxQ446sQ6llU37hz9g "Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.") |
[Table 1. Scheduling]

{#exploring-channels-configurable-workforce-optimization-itsm__table_irw_nw3_4xb}