---
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 queues

# Configure KPIs for queues {#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 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.

   | To | Do This |
   | Add from a service channel | 1. Navigate to Workforce Optimization for ITSMChannel ManagementService Channel 2. Select a service channel. 3. Select the Queue tab. 4. Select a queue. {#configure-kpis-queues-configurable-wfo-itsm__ol_fb2_zh5_tlb} |
   | Add from a queue | 1. Navigate to Workforce Optimization for ITSMChannel ManagementQueues 2. Select a queue. {#configure-kpis-queues-configurable-wfo-itsm__ol_p3m_b35_tlb} |
   |-|-|

   {#configure-kpis-queues-configurable-wfo-itsm__choicetable_tmd_vh5_tlb}
2. Click the Reports tab.  
   Note:  
   You may have to configure the related list to display the Reports tab.
3. Click Edit.
4. 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](https://www.servicenow.com/docs/access?context=c_SingleScoreCharts&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).
5. 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.

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