Channels in Workforce Optimization for ITSM

Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.

Manage queues and monitor real-time team performance from a central location using Channel Management.

As a channel manager, you can:

• Associate assignment groups to queues
• Monitor the health of your queues in real time
• Track team performance
• Monitor pending work items in the queue

Getting started with Channels in Workforce Optimization for ITSM

Easily find the tasks that you must complete in the Channels module.

Table 1. Scheduling

Benefit	Role	Find tasks to complete in Channels
Activate Channels in Workforce Optimization for ITSM.	admin	Activate Channels
Refer to the components such as roles, system properties, and reports used in Channels.	Any Channels role	Understand components used in Channels in Workforce Optimization for ITSM
Set up service channels, queues, and key performance indicators to route work items automatically to agents.	Channel Management Admin	Set up Channels in Workforce Optimization for ITSM
Route work items to assigned groups.	Channel Management User	Automatically route work items to agents