Operations dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Operations Dashboard Extend ServiceNow AI Platform Capabilities

    The Operations Dashboard within the Advanced Work Assignment content pack enables managers to monitor work items across various service channels, enhancing the ability of agents to address customer needs more effectively. This tool is essential for tracking incoming work and agent availability, allowing for informed decision-making regarding workload management.

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    Key Features

    • Role-Specific Access: Different user roles including AWA administrator, AWA manager, agent manager, and Performance Analytics administrator have specific responsibilities and access levels tailored to optimize the Advanced Work Assignment process.
    • Work Item Monitoring: The dashboard tracks incoming work items, agent activity, and performance metrics, providing managers with critical insights on trends and areas for improvement.
    • Performance Indicators: Key metrics include total new work items, accepted work items, items exceeding target wait times, rejected items, and timed-out items, helping managers gauge operational efficiency.
    • Weekly Trends: The dashboard displays historical data on work item statuses over the past week, allowing managers to identify patterns and make adjustments as needed.
    • Data Breakdown: Users can analyze metrics by service channel or assignment group to gain deeper insights into performance and service effectiveness.

    Key Outcomes

    By utilizing the Operations Dashboard, managers can expect to:

    • Enhance visibility into daily work item trends and agent workload.
    • Improve routing and assignment strategies based on real-time data.
    • Optimize agent capacity and workflow to better meet customer demands.
    • Make data-driven decisions to adjust operational settings effectively.

    Enable managers to monitor work items across all service channels so that their agents can better support customer needs.

    This dashboard is available in the Advanced Work Assignment content pack. For information on activating the content pack, see Platform Analytics Solution for Advanced Work Assignment.

    Figure 1. Advanced Work Assignment dashboard for Operations
    The dashboard displays indicators and reports to track agent interactions with customers.

    End users and roles

    End user and goal Required role
    AWA administrator: Configures Advanced Work Assignment to best fit the business needs of customer service. awa_admin
    AWA manager: Identifies the areas of concern for routing and assignment of work items across service channels. awa_manager
    Agent manager: Manages agents or agent groups. The agent manager wants to know what agents are working on to make sure that customer needs are being met. sn_customerservice_manager
    Performance Analytics administrator: Ensures that business managers are making the best use of Performance Analytics solutions. pa_admin or pa_viewer

    Use case

    This dashboard provides support managers with an overview of incoming work items and the availability of agents to handle them. Managers can monitor these daily trends to determine if adjustments should be made to the routing criteria, agent capacity values, and other settings that determine how work is pushed to agents.

    Indicators

    Indicator Description
    New Work Items Total number of interaction work items that were created today. The goal for this indicator is to minimize the number of interaction work items that agents receive.
    Accepted Work Items Percentage of interaction work items that agents have accepted.
    Exceeding Target Work Items Percentage of interaction work items that have exceeded the target wait time.
    Rejected Work Items Percentage of interaction work items that agents have rejected.
    Timed Out Work Items Percentage of interaction work items that timed out.
    Weekly Trends Number of work items in each of the following states for the past week:
    • New
    • Exceeding Target
    • Abandoned
    • Rejected
    • Timed Out

    Breakdowns

    To analyze data according to different categories, select a breakdown from the dashboard menu:
    • Service Channel
    • Queue
    • Assignment Group

    For more information on analyzing data with breakdowns, see Using breakdowns on dashboards.

    Reports

    Title Type Description
    Accepted Work Items - Last Hour Single ScoreSingle score report Number of interaction work items that agents have accepted in the past hour.
    Abandoned Work Items - Last Hour Single ScoreSingle score report Number of interaction work items that agents have abandoned in the past hour.
    Average Wait Time - Last Hour Single ScoreSingle score report Average amount of time that customers have spent waiting for an agent response in the past hour.