let's see how to add a new service channel in Workforce optimization for customer service service channels route work items automatically to agents based on their availability capacity and skills examples in the base system include case walkup and chat let's follow along as Amy the head of customer support for acne Corp adds and configures a new service Channel we're logged in as Amy and manager workspace on my team overview page and she opens the channels and q's page so far customer support has been using chat phone and case as the primary channels but Amy sees a need for an email Channel as the channel administrator she can add and configure the new channel she navigates to the channel management tab under Workforce optimization and selects service channels on the service channels page she clicks new and enters a name and short description for the table she selects customer service case which automattic atically populates the assign to field and the assignment group field she defines an advanced condition that the channel type is email and finally she defines a utilization condition state that must be new or open then she clicks submit now she reopens the new channel record to add a que to the channel the channel record refreshes with the new queue so she can open the new record to add an assignment eligibility rule to the newly created queue she selects the agent assignment rule then she selects the group in this case sales support Annie is done adding the channel so she returns to the channels and q's page in manager workspace to view the new channel she can see that the channel has been created but no indicators are configured for it to configure the kpis for this channel she returns to the service Channel Tab and clicks the email Channel kpis are added here in the reports tab here she adds a couple of kpis that will be displayed in the email Channel showing the number of emails resolved today and agents available to take email work items back in the manager workspace the newly created kpis are visible for the channel channel management provides the tools to add and configure service channels which lets managers route work items automatically to agents for more information see our product document mentation or knowledge base or ask a question in the service now community