Example for using channel management in Workforce Optimization for ITSM
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- UpdatedAug 3, 2023
- 1 minute read
- Vancouver
- Workforce Optimization for ITSM
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
Understand how you can route work to specific groups and monitor real-time performance using Channel Management.
A manager manages IT operations for a large organization and has 12 teams reporting to them. Each of their teams has anywhere from 20 through 50 agents. They must ensure that incoming work gets effectively routed to the right groups across all channels.
As a manager, the manager must ensure that they can set up Channel
Management to monitor team performance as follows:
- Add service channels and queues to route work items
- Add KPIs to the channels and queues to measure team performance
- Monitor their teams' ongoing work and performance
- Join chat conversations to assist agents
For detailed information on setting up channels using Workforce Optimization for ITSM, refer to Setting up Channels using Workforce Optimization for ITSM.