---
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


---

# Track and analyze agent's performance

# Track and analyze agent's performance {#ariaid-title1}

Release version: Australia  
Updated June 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View your agent's profile and summary information in Agent 360 and review their
performance​.

## 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

You can drill down into the data for a specific agent and view the following details.

* Real-time information of ongoing cases, interactions, and other tasks.
* Upcoming time off.
* Assigned training tasks.
* Skill set, schedule, and profile.
{#view-agents-availability-itsm-configurable-workspace__ul_nb4_qxw_qlb}

## Procedure

1. Navigate to WorkspacesManager WorkspaceChannels.
2. To view information about the agent and their work, select the All Agents tab.  
   {#view-agents-availability-itsm-configurable-workspace__table_dfl_xn5_qlb__entry__2}

   | Field | Description |
   |-|-|
   | Agent | Agent name. Select the agent's name to view the agent's profile summary in Agent 360. |
   | Service Channel | Service channel name. |
   | Total Capacity | Number of items automatically assigned to agents (pending overrides). * Chat: The default is 4. * Incident: The default is 2. {#view-agents-availability-itsm-configurable-workspace__ul_mn5_fwy_qlb} |
   | Capacity in use | The number of on-going work items. |
   | Utilization | Condition that determines what constitutes an active item that counts toward agent workload/capacity in percentage. |
   | Assignment Group | Group to which the work item is assigned. |
   [ ]

   {#view-agents-availability-itsm-configurable-workspace__table_dfl_xn5_qlb}
3. Select an agent to view real-time reports.  
   You can also view agent presence history such as how often they were active or were on breaks on a given day.
{#view-agents-availability-itsm-configurable-workspace__steps_vcz_1qy_qlb}

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