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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama 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: Yokohama  
Updated January 30, 2025  
![](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.

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=yokohama&pubname=yokohama-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 manually allocate work items.

<br />

Get an overview on how managers can monitor agents.

<br />