Track and analyze agent's performance

---
title: Track and analyze agent's performance
description: View your agent's profile and summary information in Agent 360 and review their performance​.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/workforce-optimization-for-it-service-management/view-agents-availability-itsm-configurable-workspace.html
release: brazil
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: [Routing work items, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Track and analyze agent's performance

View your agent's profile and summary information in Agent 360 and review their performance​.

## 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\_wfo\_cfg\_ws.manager

## About this task

You can drill down into the data for a specific agent and view the following details.

-   Real-time information of ongoing cases, interactions, and other tasks​.
-   Upcoming time off.
-   Assigned training tasks.
-   Skill set, schedule, and profile.

## Procedure

1.  Navigate to **Workspaces** > **Manager Workspace** > **Channels**.

2.  To view information about the agent and their work, select the **All Agents** tab.

<table id="table_dfl_xn5_qlb"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Agent

</td><td>

Agent name. Select the agent's name to view the agent's profile summary in Agent 360.

</td></tr><tr><td>

Service Channel

</td><td>

Service channel name.

</td></tr><tr><td>

Total Capacity

</td><td>

Number of items automatically assigned to agents \(pending overrides\).-   Chat: The default is 4.
-   Incident: The default is 2.


</td></tr><tr><td>

Capacity in use

</td><td>

The number of on-going work items.

</td></tr><tr><td>

Utilization

</td><td>

Condition that determines what constitutes an active item that counts toward agent workload/capacity in percentage.

</td></tr><tr><td>

Assignment Group

</td><td>

Group to which the work item is assigned.

</td></tr></tbody>
</table>3.  Select an agent to view real-time reports.

    You can also view agent presence history such as how often they were active or were on breaks on a given day.


**Parent Topic:**[Routing work items using Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-channels-workforce-optimization-itsm.md)