Advanced Work Assignment dashboard for interactions

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

    The Advanced Work Assignment (AWA) dashboard for interactions, part of the Performance Analytics Content Pack, enables managers to effectively monitor work items related to customer interactions. This dashboard is crucial for ensuring that agents meet customer needs efficiently. Activation details for the content pack can be found in the Performance Analytics and Reporting Solution documentation.

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    Key Features

    • Role-Specific Access: Different user roles can access the dashboard, including AWA administrators, AWA managers, agent managers, and Performance Analytics administrators, each with specific goals and responsibilities.
    • Performance Indicators: The dashboard includes vital indicators such as:
      • New Work Items
      • Accepted Work Items
      • Exceeding Target Work Items
      • Rejected Work Items
      • Timed Out Work Items
      • Auto-Assigned Work Items
    • Weekly Trends: Allows monitoring of work item states over the past week including categories like New, Exceeding Target, Abandoned, Rejected, Timed Out, and Auto-Assigned.
    • Data Breakdown Options: Users can analyze data by service channel or queue to gain deeper insights into interactions.
    • Data Visualizations: The dashboard provides real-time visual representations of key metrics, such as accepted and abandoned work items, and average wait times.

    Key Outcomes

    Utilizing the AWA dashboard empowers managers to identify trends and make informed adjustments to routing criteria and agent capacity. This leads to improved service delivery and enhanced customer satisfaction by ensuring that customer needs are met promptly and effectively.

    Enable managers to monitor Interaction [interaction] work items 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 Interactions
    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 needs to know what agents are working on to make sure 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

    Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior.

    Indicator Description
    New Work Items Total number of 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 all interaction work items that agents have accepted in the past hour.
    Exceeding Target Work Items Percentage of all interaction work items that have exceeded the target wait time.
    Rejected Work Items Percentage of all interaction work items that agents have rejected.
    Timed Out Work Items Percentage of all interaction work items that timed out.
    Auto-Assigned Work Items Percentage of all interaction work items that were automatically assigned.
    Weekly Trends Number of work items in each of the following states for the past week:
    • New
    • Exceeding Target
    • Abandoned
    • Rejected
    • Timed Out
    • Auto-Assigned

    Breakdowns

    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
    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.