Advanced Work Assignment dashboard for operations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Advanced Work Assignment Dashboard for Operations

    The Advanced Work Assignment (AWA) dashboard enhances ServiceNow's AI platform capabilities, allowing managers to effectively monitor work items across all service channels. This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which needs to be activated for use.

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    Key Features

    • Overview Tab: Displays data across all queues, teams, and channels.
    • Queue Manager Tab: Provides insights into overall queue information, selectable from the left-hand panel.
    • Team Manager Tab: Shows group-level information, allowing selection of specific groups.
    • Channel Owner Tab: Displays channel data based on the selected service channel.

    Roles and Responsibilities

    • AWA Administrator: Configures AWA for optimal business alignment. (Role: awaadmin)
    • AWA Manager: Monitors routing and assignment of work items. (Role: awamanager)
    • Agent Manager: Oversees agent performance to ensure customer satisfaction. (Role: sncustomerservicemanager)
    • Performance Analytics Administrator: Ensures effective use of Performance Analytics solutions. (Role: paadmin or paviewer)

    Use Case

    This dashboard helps support managers gain visibility into incoming work items and agent availability. By monitoring daily trends, managers can make informed decisions regarding routing criteria and agent capacity adjustments.

    Data Visualizations

    The dashboard includes several key data visualizations:

    • Work Items Waiting: Total pending or queued work items.
    • Available Agents: Count of agents currently available.
    • Accepted Work Items (Today): Number of operation work items accepted today, including auto-assigned items.
    • Average Wait Time (Today): Average time for agents to accept chats today.
    • Timed Out Work Items (Today): Count of work items that timed out today.
    • Rejected Work Items (Today): Count of rejected work items that did not time out.
    • Agent Presence State: Distribution of agents across various presence states.
    • Agent Presence & Capacity: Details of agents in an assignment group, including their current presence state and channel capacity.

    This structured approach to monitoring and analyzing work items and agent performance is essential for improving customer service efficiency and responsiveness.

    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 Performance Analytics - Content Pack - Advanced Work Assignment plugin. For information on activating the content pack, see Platform Analytics Solution for Advanced Work Assignment.

    Figure 1. AWA dashboard for Operations - Overview

    The Overview tab of the Operations dashboard displays information across all queues, teams, and channels.

    The overview tab of the dashboard displays indicators and reports to track agent operations with customers.
    Figure 2. AWA dashboard for Operations - Queue Manager

    The Queue Manager tab of the Operations dashboard displays overall queue information. You can select the queue you want to look at from the left-hand panel.

    The queue manager tab of the dashboard displays indicators and reports to track agent operations with customers.
    Figure 3. AWA dashboard for Operations - Team Manager

    The Team Manager tab of the Operations dashboard displays information at a group level. You can select the group you want to look at from the left-hand panel.

    The team manager tab of the dashboard displays indicators and reports to track agent operations with customers.
    Figure 4. AWA dashboard for Operations - Channel Owner

    The Channel Owner tab of the Operations dashboard displays overall channel data, depending on the service channel you select from the drop-down list.

    The channel owner tab of the dashboard displays indicators and reports to track agent operations with customers.

    End users and roles

    End user and goal Required role
    AWA administrator: Configures AWA 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.

    Breakdowns

    Breakdowns divide information into different categories. To analyze data according to different categories, select a breakdown from the dashboard menu:
    • Service Channel
    • Queue

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

    Data visualizations

    Title Type Description
    Work Items Waiting Single ScoreSingle score report Work items that are pending accept or queued.
    Available Agents Single ScoreSingle score report Number of agents that are available.
    Accepted Work Items (Today) Single ScoreSingle score report Number of operation work items that agents accepted today. This includes auto-assigned work items that are accepted.
    Average Wait Time (Today) Single ScoreSingle score report Average time it takes for an agent to accept a chat in the queue today.
    Timed out Work Items (Today) Single ScoreSingle score report Work items that have timed out today.
    Rejected Work Items (Today) Single ScoreSingle score report Work items that were rejected but not timed out.
    Presence State of Agents Distribution of agents across different presence states.
    Agent Presence & Capacity Count and list of agents in an assignment group with their current presence state, time since the user entered in the current presence state, and capacity in use for each channel.
    • Agent
    • Current presence state
    • Updated
    • Channel
    • Capacity in use
    • Applied Max Capacity
    • Universal Capacity In Use
    • Max Universal Capacity