---
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


---

# Track and analyze agent's performance

# Track and analyze agent's performance {#ariaid-title1}

Release version: Australia  
Updated June 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View your agent's profile and summary information in Agent 360 and review their
performance​.

## Before you begin

Role required: sn_wfo_cfg_ws.manager

## About this task

You can drill down into the data for a specific agent and view the following details.

* Real-time information of ongoing cases, interactions, and other tasks.
* Upcoming time off.
* Assigned training tasks.
* Skill set, schedule, and profile.
{#view-agents-availability-itsm-configurable-workspace__ul_nb4_qxw_qlb}

## Procedure

1. Navigate to WorkspacesManager WorkspaceChannels.
2. To view information about the agent and their work, select the All Agents tab.  
   {#view-agents-availability-itsm-configurable-workspace__table_dfl_xn5_qlb__entry__2}

   | Field | Description |
   |-|-|
   | Agent | Agent name. Select the agent's name to view the agent's profile summary in Agent 360. |
   | Service Channel | Service channel name. |
   | Total Capacity | Number of items automatically assigned to agents (pending overrides). * Chat: The default is 4. * Incident: The default is 2. {#view-agents-availability-itsm-configurable-workspace__ul_mn5_fwy_qlb} |
   | Capacity in use | The number of on-going work items. |
   | Utilization | Condition that determines what constitutes an active item that counts toward agent workload/capacity in percentage. |
   | Assignment Group | Group to which the work item is assigned. |
   [ ]

   {#view-agents-availability-itsm-configurable-workspace__table_dfl_xn5_qlb}
3. Select an agent to view real-time reports.  
   You can also view agent presence history such as how often they were active or were on breaks on a given day.
{#view-agents-availability-itsm-configurable-workspace__steps_vcz_1qy_qlb}

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