Monitor ongoing work in service channels and queues​

  • Release version: Australia
  • Updated March 12, 2026
  • 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

    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.

    Procedure

    1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
    2. Using one of the following ways, select a service channel:
      • From the Overview section.
      • From the Active Work Items tab.
    3. Monitor ongoing work from agents.