---
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


---

# Setting up service channels and queues

# Setting up service channels and queues {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 15 minutes to read

You can set up service channels, queues, and key performance indicators (KPIs) to route
work items automatically to agents based on an agent's availability, capacity, and
skills.  
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.

With Workforce Optimization for Customer Service, you, as a channel administrator,
can set up service channels and work item queues so that managers can view the real-time
operational metrics for the work that is being done by their teams and the specific items that
their teams are working on. You can also configure real-time refresh intervals for the metrics
and lists so that managers can always see the latest information about their teams.

Configure filters to refine the search and view targeted results. Filters are persisted across
all channel management pages in the session. To view a list of the default interactive filters
and the KPI reports for channels, queues, agents, and groups that you can map to the interactive
filters, see [Interactive
Filters](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") under the Channel Management section. By default, the assignment group filter is
applied to all lists and groups that you manage. You can disable interactive filters by using the
sn_channel_mgmt.filter_config.enable property.

## Add service channels and queues {#ariaid-title2}

Add service channels and queues to automatically route incoming work items to
agents.

### Before you begin

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.

Role required: sn_channel_mgmt.admin

### About this task

A service channel is a means of assigning a specific type of work items to agents.
You can modify the existing service channels or create your own custom service
channel.

### Procedure

1. To create a service channel, do the following:  
   1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementService Channels.
   2. Click New and see [Create a service
      channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) to create the service channel.
   3. Click Submit.
   {#configure-channels-queues-configurable-wfo-cs__ol_ghq_23s_plb}  
   The service channel is created.
2. To create a queue, do the following:  
   1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementQueues or select the service channel and click the Queues tab.
   2. Click New and see [Create a work
      item queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) to create the queue.
   {#configure-channels-queues-configurable-wfo-cs__ol_cvh_4xj_slb}  
   The queue is created in the service channel.
{#configure-channels-queues-configurable-wfo-cs__steps_ojk_svh_slb}

## Create assignment rules and groups {#ariaid-title3}

Define agent assignment rules and specify groups of agents who are eligible to
receive overflow work assignments for a queue.

### Before you begin

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.

You must first create a new assignment rule before you create a service channel. For
more information, see [create a service
channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US). Use [Advanced Work
Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) (AWA) to route work items
automatically to agents based on an agent's availability, capacity, and skills.

Role required: sn_channel_mgmt.admin

### About this task

An eligible assignment group can consist of one or more groups of agents available to
work on items in the queue.

### Procedure

1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementQueues.
2. Click the queue to which you want to define an assignment rule.
3. In the Assignment Eligibility tab, click New.
4. On the form, fill in the fields.  
   {#create-assignment-eligibility-configurable-wfo-cs__table_nln_krq_lfb__entry__2}

   | Field | Definition |
   |-|-|
   | Agent assignment rule | Name of the rule that determines how work items are to be assigned. Select an assignment rule from the list. |
   | Eligible at | Length of time in seconds before AWA considers the next set of agents for assignment. |
   | Groups | Groups that are eligible for assignment. * Click the lock (![Lock icon.]()) icon to unlock it and select the agent groups in the eligible assignment pool. * Click the (![Lock icon.]()) icon to lock it. {#create-assignment-eligibility-configurable-wfo-cs__ul_zhy_s5p_dgb} |
   [Table 1. Assignment Eligibility form]

   {#create-assignment-eligibility-configurable-wfo-cs__table_nln_krq_lfb}
5. Click Submit to create the eligible or Update if modifying an eligible assignment pool.  
   The Queues \[awa_queues\] table is updated with the eligible assignment group.  
   Note:  
   For a new service channel, you must first create a new assignment rule and then [create a service
   channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).
{#create-assignment-eligibility-configurable-wfo-cs__steps_zdv_vw2_vsb}

## Configure KPIs for service channels {#ariaid-title4}

Configure key performance indicators (KPIs) in service channels to your teams to
track the ongoing work and real-time performance of teams.

### Before you begin

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.

Role required: sn_channel_mgmt.admin

### About this task

Add the [channel
Management reports](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") that are by default configured with Workforce Optimization for Customer Service or create a new KPI report that matters the most to you. Key performance indicators help managers perform the following actions:

* Review real-time performance as the team is actively working on tasks across channels and queues.
* Track progress against KPIs and drill down into agents, team, and individual performance.
* Drill down into all queues and monitor ongoing cases, interactions, and tasks.
* Jump in and support agents for help-requested work items using chat whisper or add work notes to a task.
* Refine data in the dashboard using the Assignment Group interactive filter without modifying the reports. For more information, see [Interactive
  Filters](https://www.servicenow.com/docs/access?context=c_HomepagePublishers&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
{#configure-kpis-service-channels-queues-configurable-wfo-cs__ul_nqp_qym_rlb}

The KPI scores are automatically refreshed at an interval of five
seconds. However, you can modify the refresh interval by adding the
sn_channel_mgmt.kpi_auto_refresh.interval.seconds
[property](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") or choose to not automatically refresh using the
sn_channel_mgmt.channels_card_auto_refresh.enable
[property](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables."). Also, the service channel cards refreshes automatically in 2
minutes as configured in the
sn_channel_mgmt.channel_card_auto_refresh.interval.seconds
[system
property](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") or you can manually refresh by clicking the Refresh (![Refresh overview data icon]()) icon.

### Procedure

1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementService Channels.
2. Click the service channel to which you want to add KPIs.
3. In the Reports tab, click Edit.  
   Note:  
   You must [add the Reports
   related list](https://www.servicenow.com/docs/access?context=configure-form-layout&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) if you do not see the Reports tab.
4. Select and add the [Channel
   Management reports](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") that are by default configured with Workforce Optimization for Customer Service.  
   Note:  
   Review the report's definition and add the corresponding filters that are applicable to the service channel that matters the most to you.
5. Click Save.
6. **Optional:** To create a KPI report that is explicitly applicable to your teams, do the following:
   1. Navigate to ReportsCreate New.
   2. Fill in the details.  
      For more information, see [Create a single score report](https://www.servicenow.com/docs/access?context=c_SingleScoreCharts&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
   3. Click Save.  
      The KPI report is created.
   4. Navigate to ReportsAdministrationInteractive Filters.
   5. Click Channel Management Groups Filter.
   6. Select the Interactive filter references related list and click New.  
      The Interactive Filter Reference - Channel Management Groups Filter page appears.
   7. Select the KPI report's table name and field name.  
      For more information, see [Create a reference field interactive filter](https://www.servicenow.com/docs/access?context=t_CreateAReferenceFieldPublisher&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
   8. Click Submit.
   9. Repeat steps 1 to 4 for each KPI report to be added in the service channel.

   {#configure-kpis-service-channels-queues-configurable-wfo-cs__substeps_u5l_gqm_pnb}  
   * KPI reports are added with an Order being shown as 100, 200 and so on. You can also change the order of a KPI report during selection.
   * By default, the report name is considered as the Name. However, you can change the display name per your business needs.
   {#configure-kpis-service-channels-queues-configurable-wfo-cs__ul_tfj_1tp_jmb}
{#configure-kpis-service-channels-queues-configurable-wfo-cs__steps_enk_ht2_vsb}

### Result

The KPIs are added to the service channel and appear in the Channels page. The first five KPIs with the lowest order number appear in the service channel cards.

## Configure KPIs for queues {#ariaid-title5}

Configure key performance indicators (KPIs) for queues so that you can track the
incoming work by category in a service channel.

### Before you begin

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.

Role required: sn_channel_mgmt.admin

### Procedure

1. To add KPIs to a queue, do one of the following.

   | To | Do This |
   | Add from a service channel | 1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementService Channel. 2. Select a service channel. 3. Click the Queue tab. 4. Select a queue. {#configure-kpis-queues-configurable-wfo-cs__ol_fb2_zh5_tlb} |
   | Add from a queue | 1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementQueues. 2. Select a queue. {#configure-kpis-queues-configurable-wfo-cs__ol_p3m_b35_tlb} |
   |-|-|

   {#configure-kpis-queues-configurable-wfo-cs__choicetable_tmd_vh5_tlb}
2. In the Reports tab, click Edit.  
   Note:  
   You must [add the Reports
   related list](https://www.servicenow.com/docs/access?context=configure-form-layout&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) if you do not see the Reports tab.
3. Add the [Channel Management reports](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") that are by default configured with Workforce Optimization for Customer Service.  
   Note:  
   Review the report's definition and add the corresponding filters applicable to the service channel that matter the most to you.
4. Click Save.
5. **Optional:** To create a KPI report that is explicitly applicable to your teams, do the following:
   1. Navigate to ReportsCreate New.
   2. Fill in the details.  
      For more information, see [Create a single score report](https://www.servicenow.com/docs/access?context=c_SingleScoreCharts&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
   3. Click Save.  
      The KPI report is created.
   4. Navigate to ReportsAdministrationInteractive Filters.
   5. Click Channel Management Queues Filter.
   6. Select the Interactive filter references related list and click New.  
      The Interactive Filter Reference - Channel Management Queues Filter page appears.
   7. Select the KPI report's table name and field name.  
      For more information, see [Create a reference field interactive filter](https://www.servicenow.com/docs/access?context=t_CreateAReferenceFieldPublisher&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
   8. Click Submit.
   9. Repeat steps 1 to 4 for each KPI report to be added in the queue.
   {#configure-kpis-queues-configurable-wfo-cs__substeps_u5l_gqm_pnb}
{#configure-kpis-queues-configurable-wfo-cs__steps_uwk_5s2_vsb}

### Result

The key performance indicators are added to the queue and appear in the All Queues tab in the Channels page. By default, the KPI scores are automatically refreshed at an interval of five seconds. However, you can modify the refresh interval by adding the [sn_channel_mgmt.kpi_auto_refresh.interval.seconds](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") property.

## Configure KPIs for agents {#ariaid-title6}

Configure key performance indicators (KPIs) in service channels for your agents so
that you can track the agents' ongoing work and real-time performance.

### Before you begin

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.

Role required: sn_channel_mgmt.admin

### About this task

Add key performance indicators to channels to help managers perform the following actions:

* Review real-time performance of agents who are actively working on tasks across channels and queues.
* Track progress against KPIs and drill down into agents and individual performance.
{#configure-kpis-agents-configurable-wfo-cs__ul_nqp_qym_rlb}

The KPI scores are automatically refreshed at an interval of 30 seconds.
However, you can modify the refresh interval by adding the
sn_channel_mgmt.kpi_auto_refresh.interval.seconds
[property](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables."). Also, the service channel cards refreshes automatically in 2
minutes as configured in the
sn_channel_mgmt.channel_card_auto_refresh.interval.seconds
[system
property](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") or you can manually refresh by clicking the Refresh (![Refresh overview data icon]()) icon.

### Procedure

1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementService Channels.
2. Click the service channel that you want to add KPIs to.
3. Click the Agents Reports related list.
4. Add the [Reports for Agents in Channel Management](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") that are by default configured with Workforce Optimization for Customer Service.  
   Note:  
   Review the report's definition and add the corresponding filters that are applicable to the service channel that matters the most to you.
5. Click Save.
6. **Optional:** To create a KPI report that is explicitly applicable to your teams, do the following:
   1. Navigate to ReportsCreate New.
   2. Fill in the details.  
      For more information, see [Create a single score report](https://www.servicenow.com/docs/access?context=c_SingleScoreCharts&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
   3. Click Save.  
      The KPI report is created.
   4. Navigate to ReportsAdministrationInteractive Filters.
   5. Click Channel Management Agent Filter.
   6. Select the Interactive filter references related list and click New.  
      The Interactive Filter Reference - Channel Management Agent Filter page appears.
   7. Select the KPI report's table name and field name.  
      For more information, see [Create a reference field interactive filter](https://www.servicenow.com/docs/access?context=t_CreateAReferenceFieldPublisher&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US).
   8. Click Submit.
   9. Repeat steps 1 to 4 for each KPI report to be added in the service channel.

   {#configure-kpis-agents-configurable-wfo-cs__substeps_u5l_gqm_pnb}  
   * KPI reports are added with an Order being shown as 100, 200, and so on. You can also change the order of a KPI report during selection.
   * By default, the report name is considered as the Name. However, you can change the display name per the business needs.
   {#configure-kpis-agents-configurable-wfo-cs__ul_tfj_1tp_jmb}
{#configure-kpis-agents-configurable-wfo-cs__steps_rs1_1cw_nnb}

### Result

The KPIs that are configured in the service channel appear in the Current Work section of the agent's Overview page. For more information, see [Track and analyze agents' performance](https://servicenow-prod.fluidtopics.net/Fqevi7eLWibg9qZVYnh0kg#view-agents-availability-configurable-wfo "Track your agent's performance in overview so that you can analyze and review how that agent is doing.").

## Configure supervisor lists for service channels {#ariaid-title7}

Configure supervisor lists in a service channel to view the list of active work items
across service channels and queues.

### Before you begin

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.

Role required: sn_channel_mgmt.admin

### About this task

A database view that defines table joins is used for generating reports for a supervisor list. For example, you can create a database view that can join the Case table to the Interaction and Metric tables. When you use this database view, and create a supervisor list to report on the active work items, you may include fields from any of these three tables. For more information, see [Database views](https://www.servicenow.com/docs/access?context=c_DatabaseViews&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).  
Note:  
You can configure three supervisor lists for each service channel. The first three lists with the lowest order number appear in Channel Management.

### Procedure

1. Navigate to AllWorkforce Optimization for Customer ServiceChannel ManagementService Channels.
2. Select the service channel to which you want to add a supervisor list.
3. Click the Supervisor Lists tab.  
   Note:  
   You must [add the Reports
   related list](https://www.servicenow.com/docs/access?context=configure-form-layout&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US) if you do not see the Supervisor Lists tab.
4. Click New.
5. On the form, fill in the fields.  
   {#configure-lists-channels-configurable-wfo-cs__table_u41_bmm_1fb__entry__2}

   | Field | Description |
   |-|-|
   | List Title | Display name for the list. |
   | Tab Title | Title for the tab that appears in the manager workspace. |
   | Service Channel | Service channel in which the list appears. |
   | View Name | Database view for the service channel. |
   | Order | Number that displays the order. Note: The first three lists with the lowest order number appear in Channel Management. |
   [Table 2. Supervisor Lists form]

   {#configure-lists-channels-configurable-wfo-cs__table_u41_bmm_1fb}
6. Click Submit.
{#configure-lists-channels-configurable-wfo-cs__steps_ixr_zv2_vsb}

### Result

The supervisor list is added to the service channels and appears in Channel Management.

## Use extension points to configure the sort order {#ariaid-title8}

Use scripted extension points to configure the sort order for the columns in the All
Agents and All Queues lists for Channel Management.

### Before you begin

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.

Role required: admin

### About this task

Use the sn_channel_mgmt.ChannelMgmtExtensionPoint extension
point and create an implementation to configure the sorting mechanism for the All
Agents and All Queues lists in Channel Management. You can create multiple
implementations; however, the implementation with the lowest order number is
executed.

### Procedure

1. Navigate to AllSystem Extension PointsScripted Extension Points.
2. Search for <kbd class="ph userinput">sn_channel_mgmt.ChannelMgmtExtensionPoint</kbd>.
3. On the form banner, click the link here to edit the record.
4. Click Create Implementation in the related links to create your sorting mechanism extension point script.
5. Add or modify the columns and sort directions in the `vardata` section.  
6. Click Update.
{#set-sorting-order-in-channels-configurable-wfo__steps_ybd_qkf_vsb}

### Result

The sorting mechanism is applied to the defined columns in the All Queues and All Agents lists in Channel Management.

### Example

The Presence State column with ASC as a sort direction in the extension script displays the Presence State records in an ascending order in the All Agents list. For more information, see [Track and analyze agents'
performance](https://servicenow-prod.fluidtopics.net/Fqevi7eLWibg9qZVYnh0kg#view-agents-availability-configurable-wfo "Track your agent's performance in overview so that you can analyze and review how that agent is doing.").

## Configure columns in the All agents list {#ariaid-title9}

Use scripted extension points to configure the columns in the All agents list for
Channel Management.

### Before you begin

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.

Role required: admin

### About this task

Use the sn_channel_mgmt.AgentListColumns extension point to
modify the current implementation to configure the columns for the All agents list
in Channel Management.

### Procedure

1. Navigate to AllSystem Extension PointsScripted Extension Points.
2. Search for sn_channel_mgmt.AgentListColumns.
3. On the form banner, click the link here to edit the record.
4. Click AgentListColumnsOOBImpl in the related list to configure the columns for All agents.
5. Add or modify the columns in the `getColumns` section.  
6. Click Update.

## Configure columns in the All queues list {#ariaid-title10}

Use scripted extension points to configure the columns in the All queues list for
Channel Management.

### Before you begin

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.

Role required: admin

### About this task

Use the sn_channel_mgmt.QueueListColumns extension point to
modify the current implementation to configure the columns for the All queues list
in Channel Management.

### Procedure

1. Navigate to AllSystem Extension PointsScripted Extension Points.
2. Search for sn_channel_mgmt.QueueListColumns.
3. On the form banner, click the link here to edit the record.
4. Click QueueListColumnsOOBImpl in the related list to configure the columns for All agents.
5. Add or modify the columns in the `getColumns` section.  
6. Click Update.

## Schedule a daily report {#ariaid-title11}

Generate and distribute a daily scheduled report that summarizes the agent's work
performance via email.

### Before you begin

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.

Role required: sn_channel_mgmt.admin

### About this task

​The scheduled job Send Daily Agents Report executes the
event sn_channel_mgmt.agents_report, which then triggers
the Daily Agents Report notification. Next, the
notification Daily Agents Report executes an email
script daily_agents_reports to send an email to all
managers. To change the existing report, modify the
daily_agents_reports email script.

### Procedure

1. Navigate to AllSystem DefinitionScheduled Jobs.
2. Search and click Send Daily Agents Report.  
   The scheduled script Send Daily Agents Report form appears.
3. Click the link here to edit the record.
4. Select the Active check box.
5. In the Run field, ensure that the option Daily is selected.  
   The script, by default, sends the agents' work summary report daily to the managers.
6. Select the Time zone.
7. Click Update to update the scheduled job or Execute Now to execute the scheduled script immediately.
{#schedule-report-wocs-configurable-wfo__steps_vq4_lkf_vsb}

### Result

All managers and additional managers of the teams receive an email notification that summarizes their agents' performance.

*[\>]: and then