---
title: Channels in Workforce Optimization for ITSM
description: Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/exploring-channels-configurable-workforce-optimization-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Workforce Optimization for ITSM, IT Service Management]
---

# Channels in Workforce Optimization for ITSM

Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed 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.

Manage queues and monitor real-time team performance from a central location using Channel Management.

\[Omitted image "channels-drilldown-wfo-itsm.gif"\] Alt text: Channel Management Drill Down Metrics

As a channel manager, you can:

-   Associate assignment groups to queues
-   Monitor the health of your queues in real time
-   Track team performance
-   Monitor pending work items in the queue

## Getting started with Channels in Workforce Optimization for ITSM

Easily find the tasks that you must complete in the Channels module.

|Benefit|Role|Find tasks to complete in Channels|
|-------|----|----------------------------------|
|Activate Channels in Workforce Optimization for ITSM.|admin|[Activate Channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/activate-configurable-workforce-optimization-itsm.md)|
|Refer to the components such as roles, system properties, and reports used in Channels.|[Any Channels role](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-channel-management-reference.md)|[Understand components used in Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-channel-management-reference.md)|
|Set up service channels, queues, and key performance indicators to route work items automatically to agents.|[Channel Management Admin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-channel-management-reference.md)|[Set up Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/setup-channels-configurable-workforce-optimization-itsm.md)|
|Route work items to assigned groups.|[Channel Management User](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-channel-management-reference.md)|[Automatically route work items to agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-channels-workforce-optimization-itsm.md)|