Service channels for HR Service Delivery Agent Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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.

    Work item sizing and capacity

    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.