---
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


---

# Monitor ongoing work in service channels and queues

# Monitor ongoing work in 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  
Monitor the incoming data and on-going work done by your agents against each service
channel and queue.

## Before you begin

Role required: sn_wfo_cfg_ws.manager

## About this task

Track the real-time performance of your teams directly reporting to you and the teams
you have visibility into. Drill down into the data for a work item, a specific
agent, service channel, queue, or assignment group. Filter agents based on assigned
queues and assignment groups. Assign the work items or help agents as needed.  
Drill-down into the specific record and perform the following actions against each channel and queue:

* Real-time information of ongoing incidents, interactions, and other tasks.
* Work done during the day.
* Waiting work items that must be assigned.
* Drill down and view agent information in one or more assignment groups.
* Summary information across queues and agents
* Take or change ownership.
* Add comments.
{#monitor-service-channels-configurable-workspace__ul_nb4_qxw_qlb}

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Using one of the following ways, select a service channel:  
   * From the Overview section.
   * From the Active Work Items tab.
   {#monitor-service-channels-configurable-workspace__ul_dwk_4q5_tlb}
3. Monitor ongoing work from agents.

*[\>]: and then