This video shows you how to 
monitor agents in the Channel   Management module in Workforce 
Optimization for Customer Service.   Specifically, we'll see how to use the 
agent presence and agent whisper features. Let's follow along with Amy Jones, the head   of customer support for Acme, as 
she monitors agents in real time. In the channel management tab, we see an 
overview of all the channels and key KPIs.   In the queued work tab, we notice a case assigned 
to Fatima, that is in the Pending Accept State. We select the All Agents tab to check the current 
status of the agent. Here we notice that Fatima is   available to take the Case and Chat work, and 
she has the capacity as well. Because she is   available, but the work is in the Pending state,
we want to change her Presence state to Away.   By changing the agent Presence state 
remotely we can ensure that the work   is allocated to the right agent 
for the best customer experience. We can also monitor the change in agent presence 
in real-time. On the left is a window opened in   Channel Management, on the right a window with 
the Agent workspace open and logged in as King   Roy, an agent currently in the Available state. 
In the Channel Management tab, we see that the   number of agents currently available is one. 
King Roy changes his status to Break. In the   Channel Management tab, the Agents Available 
value updates in real-time to zero without   needing to refresh the page. This gives managers 
a real-time view of how many agents are available.   Managers can also use agent whisper to help 
their agents in real-time. From the Chat Channel,   we review the Active interactions and see that for 
one of them, agent King is requesting help. When we   open the interaction, we see two options; either 
join the conversation, or send a private message.   We send King a private message and can see that 
a private conversation has started with King,   and also see his response in the Agent workspace. Now we can review the case and 
help him by sending a link to   a Knowledge Base article, or a direct resolution. For more information, see our product 
documentation or knowledge base. Or   ask a question in the ServiceNow community.