This video shows you how to manually allocate 
work items in the Channel Management module in   Workforce Optimization for Customer Service. While 
advanced work assignment automatically pushes   work items to agents based on their availability, 
presence, capacity, and skills, certain work items   may not get assigned to agents. Manual allocation 
allows you to push work assignments directly to   agents when a mandatory skills requirement 
isn't met, or work items are timed out. Let's   follow along as Amy Jones, the head of customer 
support for Acme, manually allocates a work item. Here in the Channel Management tab, we see a case 
which is currently in the Pending Accept state.   We can quickly assign this case to one of the 
agents so that the customer doesn't have to wait.   We select the case and see a list 
of available agents, and each agent's   capacity, matching skills, and availability. 
Wilma Kina has 100 capacity left, and she   also has one matching skill, so we allocate 
the task to Wilma. Manual allocation is an   easy way to assign any case to an agent when 
the need arises. For more information, see our   product documentation or knowledge base. Or 
ask a question in the ServiceNow community.