Is Agent specific dashboard available?

[juisel]

Hello, 

I'm aware that Supervisors can see the number of Chats in Queue, Avg Wait Time, whos online etc...

But is there something similar that we can enable for Agents so they can see 

- Chats waiting in Queue,

- How many Chats they handled,

- Their own wait time averages

- Which Agents are online and available

Thank you,
J

[SHARANsnow7]

Hii @juisel  Yes, there are features in ServiceNow that can enable agents to see the information you mentioned,you can check this link for your references

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/part-1-create-dashboard-or-repor...

https://www.servicenow.com/community/platform-analytics-forum/is-there-a-way-to-monitor-the-chat-que...

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/use-t...

[Danish Bhairag2]

Hi @juisel ,

I don't think OOTB there is any such dashboard present currently in ServiceNow. You need create new Report & add those for the Existing/New Dashboard.

Please mark my answer helpful & accepted if it answers your question.

Thanks,

Danish

[Akansha Gupta]

Hi @juisel - can you please help with the dashboard which is used by supervisors? is it OOB or you implemented it?

[Dexter Chan]

This currently does not exist. The only dashboard created for AWA is the Operations dashboard as of Yokohama. 

What is the business requirement for needing this feature? If you send me a message with details, I can help to add this to the backlog.