---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/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.  
Important:  
Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

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]

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