Channel Management in Workforce Optimization for Customer Service

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • ​Learn how you can use channel management capabilities to monitor important metrics across different channels and queues.

    Important:
    Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Monitor the real-time health of your channels and queues by reviewing waiting customers, available agents, the work being done by your team members (or agents in your teams) and collaborate with them to solve complex issues faster.

    The following channel management snapshots provide you with a quick overview of the real-time performance monitoring and drill-down capabilities.

    GIF displaying various pages in Channel Management Drill Down Metrics and real-time performance monitoring capabilities.

    As a channel management user, you can:
    • Track real-time performance of your teams using key performance indicator reports in service channels and queues.
    • Review real-time performance as the team is actively working on tasks across channels and queues.
    • Drill down on work items and jump in to provide timely help to team members via chat whisper or by adding work notes to a task.
    • View agents' availability and their workload.​
    • Monitor pending work items in the queue and act when required.​
    • Assign work items manually to agents.
    • Filter the applicable channels, KPIs, work items, queued work, and agents using the Assignment Group filter functionality.
    • Track real-time performance of customer service on consumer messaging channels including WhatsApp, Facebook, LINE, Amazon Connect, and SMS.
    • Track and change real-time presence of agents so that work items are routed more efficiently.
    • Drill down the channel specific KPIs for further analysis.
    As a channel management administrator, you can:
    • Create service channels and queues.
    • Associate assignment rules to queues.
    • Configure KPIs for service channels and queues.
    • Configure the supervisor lists.
    • Customize the channel management page according to your requirements using the UI Builder.