Configure KPIs for queues

---
title: Configure KPIs for queues
description: Configure key performance indicators in queues to track the incoming work for specific categories of work in a service channel.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/configure-kpis-queues-configurable-wfo-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Setting up Channels, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Configure KPIs for queues

Configure key performance indicators in queues to track the incoming work for specific categories of work in a service channel.

## Before you begin

**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.

Role required: sn\_channel\_mgmt.admin

## Procedure

1.  Add KPIs to a queue.

<table id="choicetable_tmd_vh5_tlb"><thead><tr><th align="left" id="d196103e73">

To

</th><th align="left" id="d196103e76">

Do This

</th></tr></thead><tbody><tr><td id="d196103e82">

**Add from a service channel**

</td><td>

1.  Navigate to **Workforce Optimization for ITSM** &gt; **Channel Management** &gt; **Service Channel**
2.  Select a service channel.
3.  Select the **Queue** tab.
4.  Select a queue.


</td></tr><tr><td id="d196103e120">

**Add from a queue**

</td><td>

1.  Navigate to **Workforce Optimization for ITSM** &gt; **Channel Management** &gt; **Queues**
2.  Select a queue.


</td></tr></tbody>
</table>2.  Click the **Reports** tab.

    **Note:** You may have to configure the related list to display the **Reports** tab.

3.  Click **Edit**.

4.  Add Workforce Optimization for ITSM KPIs \(reports\) that are filtered based on **My Managed Groups**.

    To create reports that explicitly apply to your managed teams, refer to [Create a report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/now-intelligence/c_SingleScoreCharts.md).

5.  Click **Submit**.

    The key performance indicators are added to the queue and appear in the **All Queues** tab in Manager Workspace. By default, the indicators get automatically refreshed at an interval of five seconds. You can add the **sn\_channel\_mgmt.kpi\_auto\_refresh.interval.seconds** property to the system properties to modify the interval time.


**Parent Topic:**[Setting 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)