---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Example- Channel management using Workforce Optimization for Customer Service

# Example- Channel management using Workforce Optimization for Customer Service {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Understand how you can monitor important metrics (or key process indicators) across
different channels and queues. Manage the work being done by your team members (or agents in your
teams) and collaborate with them to solve complex issues for your end-customers.  
Important:  
Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

The example employee manages Customer Service operations for a large organization and has 12
teams. Each team has anywhere from 8 through 15 agents. The employee must ensure that incoming
work gets effectively routed to the right groups across all channels. This can be done by setting
up [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) as per the business requirement.

Once the employee has configured Advanced Work Assignment (AWA) appropriately, they can add key
performance indicators (KPIs) to the channels and queues, and monitor the operational performance
of the teams in real time.

The employee in this example can then keep a track the teams' ongoing work, assign pending work
items manually to agents, and join chat conversations to assist agents.

Get an overview on how you can monitor teams by looking at the real-time data in service
channels and queues.

<br />

Get an overview on how you can manually assign work items, monitor ongoing cases, and join the
chat conversations.

<br />

Get an overview on how managers can add service channels, queues, and configure KPIs.

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