---
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


---

# Configure KPIs for agents

# Configure KPIs for agents {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure key performance indicators (KPIs) in service channels for your agents so that you can track the agents' ongoing work and real-time performance.

## Before you begin

Role required: sn_channel_mgmt.admin

## About this task

Add key performance indicators to channels to help managers perform the following actions:

* Review real-time performance of agents who are actively working on tasks across channels and queues.
* Track progress against KPIs and drill down into agents and individual performance.
{#configure-kpis-agents-configurable-wfo-itsm__ul_nqp_qym_rlb}

The KPI scores are automatically refreshed at an interval of 30 seconds. However, you can modify the refresh interval by adding the sn_channel_mgmt.kpi_auto_refresh.interval.seconds
[system property](https://servicenow-prod.fluidtopics.net/GlWGxWntzql2kXSDZa2H7g "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."). Also, the service channel card refreshes automatically in 2 minutes as configured in the
sn_channel_mgmt.channel_card_auto_refresh.interval.seconds. You can also manually refresh by clicking the Refresh icon.

## Procedure

1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementService Channels.
2. Click the service channel to which you want to add the KPIs.
3. Click the Agents Reports related list.
4. Add the [reports for agents in Channel Management](https://servicenow-prod.fluidtopics.net/GlWGxWntzql2kXSDZa2H7g "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.") that are by default configured with Workforce Optimization for ITSM.  
   Note:  
   Review the report's definition and add the corresponding filters that are applicable to the service channel that matters the most to you.
5. Click Save.
6. **Optional:** To create a KPI report that is explicitly applicable to your teams, do the following:
   1. Navigate to ReportsCreate New.
   2. Fill in the details.  
      For more information, see [Create a single score report](https://www.servicenow.com/docs/access?context=c_SingleScoreCharts&version=australia&pubname=australia-now-intelligence&section=t_CreateASingleScoreChart&ft:locale=en-US).
   3. Click Save.  
      The KPI report is created.
   4. Navigate to ReportsAdministrationInteractive Filters.
   5. Click Channel Management Agent Filter.
   6. Select the Interactive filter references related list and click New.  
      The Interactive Filter Reference - Channel Management Agent Filter page appears.
   7. Select the KPI report's table name and field name.  
      For more information, see [Create a reference field interactive filter](https://www.servicenow.com/docs/access?context=t_CreateAReferenceFieldPublisher&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).
   8. Click Submit.
   9. Repeat steps 1 to 4 for each KPI report to be added in the service channel.

   {#configure-kpis-agents-configurable-wfo-itsm__substeps_u5l_gqm_pnb}  
   * KPI reports are added with an Order being shown as 100, 200, and so on. You can also change the order of a KPI report during selection.
   * By default, the report name is considered as the Name. However, you can change the display name per the business needs.
   {#configure-kpis-agents-configurable-wfo-itsm__ul_tfj_1tp_jmb}
{#configure-kpis-agents-configurable-wfo-itsm__steps_rs1_1cw_nnb}

## Result

The KPIs that are configured in the service channel appear in the Current Work section of the agent's Overview page. For more information, see [Track and analyze agent's performance](https://servicenow-prod.fluidtopics.net/CT87LdN1snlOFbazCs~jxA "View your agent's profile and summary information in Agent 360 and review their performance​.").

*[\>]: and then