Setting up Channels in Workforce Optimization for ITSM
Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
With Workforce Optimization for ITSM:
- As a channel administrator, you can set up service channels and work item queues and then automatically route incoming work to agents. You can also configure real-time refresh intervals for the metrics and lists so that managers can always see the latest information about their teams.
- As a manager, you can view the real-time operational metrics for the work that is being done by your teams and the specific items that your teams are working on.
Note:
As an administrator, you can configure filters to refine the search and view targeted results. Filters are persisted across all channel management pages in the session. To view a list of the default interactive filters
and the KPI reports for channels, queues, agents, and groups that you can map to the interactive filters, see the filter configuration tables for Channels. By default, the assignment group filter is applied to all lists and groups that you manage. You can disable
interactive filters by using the sn_channel_mgmt.filter_config.enable property.