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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Service channels for HR Service Delivery Agent Workspace

# Service channels for HR Service Delivery
Agent Workspace {#ariaid-title1}

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

Service channels help you automatically route HR cases.

Service channels assign specific type and scope of work to agents. The base system provides
pre-configured channels.

For more information, see [Service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).

## Work item sizing and capacity {#agent-ws-hr-service-channels__section_gvp_2xt_msb}

Service channels also use work item sizing and capacity to determine the number of cases an
agent supporting the channel can handle.

The base system provides a default capacity, but can be overridden.

For more information, see [Service channel capacity and
utilization](https://www.servicenow.com/docs/access?context=awa-service-channel-capacity&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).