---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Channel Management components

# Channel Management components in Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Workforce Optimization for ITSM has roles to administer channels and queues,
properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.

## Roles {#configurable-wfo-itsm-channel-management-reference__section_onb_bxp_dlb}

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| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Channel Management User \[sn_channel_mgmt.user\] | Grants read access to channel reports, channel view, and queue report tables. | awa_manager |
| Channel Management Admin \[sn_channel_mgmt.admin\] | Grants administrative rights to create, read, update, and delete (CRUD) channel reports, channel view, and queue report tables. | * sn_channel_mgmt.user * awa_admin * sn_wfo.admin * report_admin {#configurable-wfo-itsm-channel-management-reference__ul_izq_tgd_llb} |
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## Properties {#configurable-wfo-itsm-channel-management-reference__section_r4y_ltg_jvb}

Note:  
To use channel management properties, they must be added to the System Property \[sys_properties\] table. For information on how to add a system property, refer to [Add a system property](https://www.servicenow.com/docs/access?context=t_AddAPropertyUsingSysPropsList&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
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| Property | Description |
|-|-|
| sn_channel_mgmt.list_auto_refresh.enable | Set this property to false to disable auto-refresh of lists in Channel Management. * Type: True or False * Default value: True {#configurable-wfo-itsm-channel-management-reference__ul_xhl_zfk_twb} |
| sn_channel_mgmt.channels_card_auto_refresh.enable | Set this property to false to disable auto-refresh of lists in Channel Management. * Type: True or False * Default value: True {#configurable-wfo-itsm-channel-management-reference__ul_yhl_zfk_twb} |
| sn_channel_mgmt.list_auto_refresh.interval.seconds | Sets the frequency for refreshing the channel management list data. * Type: Integer * Default value: 30 {#configurable-wfo-itsm-channel-management-reference__ul_zhl_zfk_twb} |
| sn_channel_mgmt.kpi_auto_refresh.interval.seconds | Sets the frequency for refreshing the channel management indicator data. * Type: Integer * Default value: 5 {#configurable-wfo-itsm-channel-management-reference__ul_a3l_zfk_twb} |
| sn_channel_mgmt.channel_card_auto_refresh.interval.seconds | Sets the auto-refresh interval for the cards on channel management overview container. * Type: Integer * Default value: 120 {#configurable-wfo-itsm-channel-management-reference__ul_b3l_zfk_twb} |
| sn_channel_mgmt.filter_config.enable | When set to true, displays the Assignment Group interactive filter in channels. * Type: True or False * Default value: True {#configurable-wfo-itsm-channel-management-reference__ul_c3l_zfk_twb} |
| sn_channel_mgmt.awa_agent_temporary_override_time.minutes | Overrides the duration set for the channel capacity. * Type: Integer * Default value: 12 hours {#configurable-wfo-itsm-channel-management-reference__ul_d3l_zfk_twb} |
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## Reports {#configurable-wfo-itsm-channel-management-reference__section_yhy_ltg_jvb}

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| Report name | Description |
|-|-|
| Interaction Work Items Assigned Today | Number of interaction work items assigned on a given day. |
| Abandoned Interaction Work Items | Number of abandoned interaction work items. |
| Unassigned Interaction Work Items | Number of interaction work items not assigned to agents. |
| Average Work Item CSAT Score | Customer Satisfaction score for an average work item. |
| Unassigned Incident Work Items | Number of incident work items not assigned to agents. |
| Completed Interaction Work Items | Number of interaction work items completed by agents. |
| Today's Average Interaction Service Time | Average time it takes to close an interaction. |
| Interaction Work Items Resolved Today | Average number of interaction work items resolved on a given day. |
| New Incident Work Items Created Today | New work items created for incidents on a given day. |
| Average Handling time for Interaction Work Items | Average time taken to resolve interaction work items. |
| Agents Available to take Interaction Work Items | Number of agents available to work on the interaction work items. |
| Breached SLA Incident Work Items | Number of work items with breached SLAs. |
| Open P1 Incident Work Items | Number of work items open for P1 incidents. |
| Incident Work Items Resolved Today | Number of work items resolved on a given day. |
| Average Walkup Interaction Wait Time | The average time a user is in queue before starting a walk-up interaction. |
| Currently Waiting Interaction Work Item | Work items currently in queue waiting to be processed. |
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## Interactive Filters for Reports {#configurable-wfo-itsm-channel-management-reference__section_d3g_cnj_twb}

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| Name of the interactive filter | Description | Reference table |
|-|-|-|
| Channel Management Agent Filter | Filters the reports based on an agent. | \[sys_user\] |
| Channel Management Group Filter | Filters the reports based on groups. | \[sys_user_group\] |
| Channel Management Queues Filter | Filters reports based on queues. | \[awa_queue\] |
| Channel Management Service Channel Filter | Filters reports based on service channels. | \[awa_service_channel\] |
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