---
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


---

# Monitor ongoing work in service channels and queues

# Monitor ongoing work in service channels and queues​ {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Monitor the incoming data and on-going work done by your agents against each service
channel and queue.

## Before you begin

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.

Role required: sn_wfo_cfg_ws.manager

## About this task

Track the real-time performance of your teams directly reporting to you and the teams
you have visibility into. Drill down into the data for a work item, a specific
agent, service channel, queue, or assignment group. Filter agents based on assigned
queues and assignment groups. Assign the work items or help agents as needed.  
Drill-down into the specific record and perform the following actions against each channel and queue:

* Real-time information of ongoing incidents, interactions, and other tasks.
* Work done during the day.
* Waiting work items that must be assigned.
* Drill down and view agent information in one or more assignment groups.
* Summary information across queues and agents
* Take or change ownership.
* Add comments.
{#monitor-service-channels-configurable-workspace__ul_nb4_qxw_qlb}

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Using one of the following ways, select a service channel:  
   * From the Overview section.
   * From the Active Work Items tab.
   {#monitor-service-channels-configurable-workspace__ul_dwk_4q5_tlb}
3. Monitor ongoing work from agents.

*[\>]: and then