Configure supervisor lists for service channels

Configure supervisor lists in a service channel to view the list of active work items across service channels and queues.

Before you begin

Role required: sn_channel_mgmt.admin

About this task

A database view that defines table joins is used for generating reports for a supervisor list. For example, you can create a database view that can join the Incident table to the Interaction and Metric tables. When you use this database view, and create a supervisor list to report on the active work items, you may include fields from any of these three tables. For more information, see Working with database views for reporting.

Note:

You can configure three supervisor lists for each service channel. The first three lists with the lowest order number appear in Channel Management.

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Channel Management > Service Channels.
2. Select the service channel to which you want to add a supervisor list.
3. Click the Supervisor Lists tab.
   Note:

   If you do not see the Supervisor Lists tab, you must configure the form layout and the Reports related list.
4. Click New.
5. On the form, fill in the fields:

   Table 1. Supervisor Lists form

   Field	Description
   List Title	Display name for the list.
   Tab Title	Title for the tab that appears in the manager workspace.
   Service Channel	Service channel in which the list appears.
   View Name	Database view for the service channel.
   Order	Number that displays the order. Note: The first three lists with the lowest order number appear in Channel Management.

6. Click Submit.
   The supervisor list is added to the service channels and appears in the Channels module in Manager Workspace.