View territory and demand channel summary in the contextual side panel

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Capacity Console provides a comprehensive summary of territories and demand channels, enabling capacity planners and managers to make informed decisions about resource allocation and management.

    Before you begin

    Role required: fsm_adv_cap_mgmt.wm_capacity_planner, sn_fsm_capacity_mg.wm_capacity_write, sn_fsm_capacity_mg.wm_capacity_read

    About this task

    When you select an event in the calendar or a specific data row, the contextual side panel (CSP) automatically appears on the right side of the screen. This panel provides a dynamic, context-specific interface, displaying relevant information and actionable options tailored to the selected event or capacity data row. It streamlines workflows by offering quick access to key details and actions without requiring navigation to other screens.

    Procedure

    1. Navigate to All > CSM/FSM configurable workspace > Capacity console.
    2. View territory or demand channel summary.
      ToDo this
      View territory summary grouping by territory
      1. Select Territory in the Group by filter.
      2. Locate the Summary row under the territory section.
        Note:
        Summary row appears only when Group By is set to Territory.
      3. Select an event in the calendar to view the territory summary in the CSP.
      View territory summary grouping by demand channel
      1. Select Demand Channel in the Group by filter.
      2. Select an event under the demand channel associated with the selected territory.
      View each demand channel details by territory
      1. Select Territory in the Group by filter.
      2. Select an event under the demand channel associated with the selected territory.

    Result

    The contextual side panel opens to display summaries tailored to the selected context, providing key information and enabling actionable insights for users. Depending on the selection, the CSP may display:
    • Territory summary: Provides detailed information about the selected territory, including metrics such as the number of assigned agents, capacity assignment type, or available hours in the specified period based on the capacity definition type of that capacity assignment. This summary supports capacity planners in making informed decisions.
    • Demand channel summary: Displays an overview of demand channel details, including reservation and calculated capacity value for the selected period.

    What to do next

    You can change the capacity value and reservation in the contextual side panel.