Advanced Work Assignment monitoring page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read

    • Administrators (admin or awa_admin) can monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page.

    The Advanced Work Assignment Stats page displays AWA performance statistics. Administrators can access the Advanced Work Assignment Stats page by entering <instance_url>/awa_stats.do where instance_url is the base of the ServiceNow URL.

    Note:
    The mean, median, max, and min statistics are representative of the particular node you are viewing.
    Table 1. Total Agent Summary
    Field Description
    Agent Status Overview of agent status for all assigned agents

    Channel Summaries

    Table 2. Work Items
    Field Description
    Number Queued Number of work items currently queued
    Number Pending Acceptance Number of work items currently pending acceptance
    Number of Duplicates Number of duplicate work items (meaning same document id, usually from transfers)
    Number Rejected Number of work items rejected
    Current Number Meeting Channel Condition Number of work items with the channel condition met
    Current Number Meeting Utilization Condition Number of work items with the current utilization condition met
    Current Number Meeting Channel & Utilization Condition Number of work items meeting both channel and utilization condition
    Total Work Item Count Total number of work items for the given channel
    Table 3. Query Performance
    Field Description
    Max Query Response Time Maximum amount of time for the response of querying all the active and unassigned work items of a given channel
    Min Query Response Time Minimum amount of time for the response of querying all the active and unassigned work items of a given channel
    Mean Query Response Time Mean amount of time for the response of querying all the active and unassigned work items of a given channel
    Median Query Response Time Median amount of time for the response of querying all the active and unassigned work items of a given channel
    Total Query Count Total number of times the query for inactive/unassigned work items has been made for the given channel
    Table 4. Record Watchers
    Field Description
    Record Watcher Entries Present True if the required record watchers for the channel exist (channel eligibility responder, work item responder, workload responder).
    Number of Entries Triggered Number of times onEntry has been called on this node for the given record watcher
    Number of Exits Triggered Number of times onExit has been called on this node for the given record watcher
    Number of Changes Triggered Number of times onChange has been called on this node for the given record watcher
    Table 5. Queues
    Field Description
    Total Number of Queues Total number of active queues for a given channel
    Number of Queues in Schedule Number of queues for a given channel that are currently in schedule
    Number of Queues Out of Schedule Number of queues for a given service channel that are currently out of schedule
    Number of Inactive Queues Number of queues that are not marked as active
    Table 6. Agents
    Field Description
    Agent status overview for the given channel Number of agents with this status

    Channel Breakdown

    Table 7. Queues
    Field Description
    In Schedule True if the queue is in schedule, false otherwise
    Agents Available True if the given queue has agents available, false otherwise
    Number of Agents Available Number of agents marked as available for the given queue
    Number of Work Items Queued Number of work items queued for the given queue
    Number of Work Items Pending Acceptance Number of work items pending acceptance for the given queue
    Max Routing Time for Work Items Maximum routing time of creating a work item for a given record and assigning it to the queue
    Min Routing Time for Work Items Minimum routing time of creating a work item for a given record and assigning it to the queue
    Mean Routing Time for Work Items Mean routing time of creating a work item for a given record and assigning it to the queue
    Median Routing Time for Work Items Median routing time of creating a work item for a given record and assigning it to the queue
    Total Routing Count of Work Items Total number of work items routed to the queue from created records