AWA vs Manual Assignment – HR Tasks & Cases Reporting Requirement

sreeha
Tera Contributor

‎06-05-2026 01:09 AM

Hi 

i have a requirement to create a consolidated report/dashboard to provide better visibility into work allocation and processing efficiency within HR Operations.

 

🔍 Objective

The report should help distinguish and analyze the following:

1.AWA Auto-Assigned Work Tasks or HR cases automatically assigned via Advanced Work Assignment (AWA)

2.Manually Assigned Work Tasks or HR cases assigned manually to agents (outside AWA)

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1 REPLY 1

SupriyaWaghmode
Mega Sage

Tuesday

Hi @sreeha , 

 

If you prefer a simpler report filtering structure without database joins:
  1. Create a custom choice field on sn_hr_core_case called Assignment Method (u_assignment_method) with choices: AWA Auto and Manual.
  2. Configure a Business Rule or utilize the AWA Workflow Extension points to set this field to AWA Auto the moment an agent clicks "Accept" in the Agent Workspace inbox.
  3. Set a default value or a separate before insert/update Business Rule that marks the field as Manual if assigned_to changes outside of the workspace session.
   4. Designing the Dashboard Metrics
Once the data is joined or flagged, you can configure a single, highly visual HR Operations Dashboard with the following :
 
Volume Breakdown (Visibility)
  • Widget Type: Donut / Pie Chart
  • Metric: Total Active/Closed HR Cases group by Assignment Method 

if my response helped, please mark it as the accepted solution so others can benefit as well. 

 

Thanks & Regards ,

Supriya Waghmode 

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