Manage service channels and queues

Manage your agents' on-going work against every queue. Monitor the incoming data of the service channels and track real-time performance of your direct reporting teams and additional managing teams using key performance indicator reports in service channels and queues.

시작하기 전에

Role required: sn_wfo_cfg_ws.manager

이 태스크 정보

The work item views display the list of pending and queued work items from all channels and queues. Drill down into the specific record to get an idea of how much work is at-hand within the team on various channels and queues pertaining to the assignment groups. The work item is allocated to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Using channels and queues, managers at a glance can gain visibility into the team‘s on-going work, quality of service, and improve agent performance and end-user experience.

프로시저

1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
2. Click the Channels icon.
3. Click the Queues tab.
4. Select a queue and do any of the following:
   • Assign work items to agents.
   • Take or change work item ownership.
   • Review agent performance.