Monitor ongoing work in service channels and queues
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
Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
Using one of the following ways, select a service channel:
- From the Overview section.
- From the Active Work Items tab.
- Monitor ongoing work from agents.
Parent Topic:Routing work items using Channels in Workforce Optimization for ITSM