---
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


---

# Manage service channels and queues

# Manage service channels and queues {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage your agents' on-going work against every queue. Monitor the incoming data of
the service channels and track real-time performance of your direct reporting teams and
additional managing teams using key performance indicator reports in service channels and
queues.

## Before you begin

Role required: sn_wfo_cfg_ws.manager

## About this task

The work item views display the list of pending and queued work items from all
channels and queues. Drill down into the specific record to get an idea of how much
work is at-hand within the team on various channels and queues pertaining to the
assignment groups. The work item is allocated to qualified agents using work item
queues, routing conditions, and assignment criteria that you define. Using channels
and queues, managers at a glance can gain visibility into the team's on-going work,
quality of service, and improve agent performance and end-user experience.

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Click the Channels icon.
3. Click the Queues tab.
4. Select a queue and do any of the following:  
   * Assign work items to agents.
   * Take or change work item ownership.
   * Review agent performance.
   {#monitor-queues-itsm-configurable-workspace__ul_m3b_xr5_tlb}

*[\>]: and then