Skip to content
Setting up Channels › Channels › Workforce Optimization for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure KPIs for queues

Configure key performance indicators in queues to track the incoming work for specific categories of work in a service channel.

Before you begin

Role required: sn_channel_mgmt.admin

Procedure

  1. Add KPIs to a queue.
ToDo This
Add from a service channel
  1. Navigate to Workforce Optimization for ITSM > Channel Management > Service Channel
  2. Select a service channel.
  3. Select the Queue tab.
  4. Select a queue.
Add from a queue
  1. Navigate to Workforce Optimization for ITSM > Channel Management > Queues
  2. Select a queue.

  1. Click the Reports tab.

    Note: You may have to configure the related list to display the Reports tab.

  2. Click Edit.

  3. Add Workforce Optimization for ITSM KPIs (reports) that are filtered based on My Managed Groups.

    To create reports that explicitly apply to your managed teams, refer to Create a report.

  4. Click Submit.

    The key performance indicators are added to the queue and appear in the All Queues tab in Manager Workspace. By default, the indicators get automatically refreshed at an interval of five seconds. You can add the sn_channel_mgmt.kpi_auto_refresh.interval.seconds property to the system properties to modify the interval time.

Parent Topic:Setting up Channels in Workforce Optimization for ITSM