Channel Management extension point in Workforce Optimization for ITSM

Use extension points to call scripts to configure the list sort order in Channel Management.

To see a list of extension points that you can use for Workforce Optimization for ITSM, navigate to System Extension Points > Scripted Extension Points. Use scripted extension points to integrate customizations without altering the core components in the application code. When customizing a base application, you implement the scripted extension points by creating the custom script includes and registering them against the scripted extension points. For detailed information on implementing extension points, see Using scripted extension points in server-side scripts.

Table 1. Extension points to configure

Extension script	Description
sn_channel_mgmt.ChannelMgmtExtensionPoint	Add or modify the columns and sort directions in the vardata section to configure the sorting mechanism for the All Agents and All Queues lists in Channel Management. As an example, The Presence State column with ASC as a sort direction in the extension script displays the Presence State records in an ascending order in the All Agents list. Note: You can create multiple implementations; however, the implementation with the lowest order number is executed.
sn_channel_mgmt.AgentListColumns	Add or update the getColumns to modify the current implementation to configure the columns for the All agents list in Channel Management.
sn_channel_mgmt.QueueListColumns	Add or update the getColumns to configure the columns in the All queues list for Channel Management.