Add service channels and queues

Add service channels and queues to automatically route incoming work items to agents.

Before you begin

Role required: sn_channel_mgmt.admin

About this task

A service channel is a means of assigning a specific type of work items to agents. You can modify the existing service channels or create your own custom service channel.

Procedure

1. To create a service channel, do the following:
   1. Navigate to Workforce Optimization for ITSM > Channel Management > Service Channels.
   2. Click New and refer to the information in the Create a service channel to create the service channel.
   3. Click Submit.
   The service channel is created.
2. To create a queue, do the following:
   1. Navigate to Workforce Optimization for ITSM > Channel Management > Queues or select the service channel and click the Queues tab.
   2. Click New and refer to the information in Create a work item queue to create the queue.
   The queue is created in the service channel.