Advanced Work Assignment monitoring page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Advanced Work Assignment monitoring page

    The Advanced Work Assignment (AWA) monitoring page enables administrators withadminorawaadminroles to review and monitor the performance and activity of AWA in their ServiceNow instance. The page provides detailed statistics on work assignments, agent statuses, queues, and query performance, helping administrators maintain and optimize work distribution.

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    Administrators can access the monitoring page by navigating to <instanceurl>/awastats.do, where instanceurl is the base URL of their ServiceNow instance. Note that performance statistics like mean, median, max, and min are specific to the node being viewed.

    Key Features

    • Total Agent Summary: Overview of the status of all assigned agents, providing insight into agent availability and workload.
    • Work Items Statistics: Displays counts of work items in various states, including queued, pending acceptance, duplicates, rejected, and those meeting specific channel or utilization conditions. This helps track workload distribution and bottlenecks.
    • Query Performance Metrics: Shows response times (max, min, mean, median) and total query counts for retrieving active and unassigned work items per channel. This aids in assessing system responsiveness and performance.
    • Record Watchers Monitoring: Indicates the presence of required record watchers (channel eligibility responder, work item responder, workload responder) and tracks their activity such as entry, exit, and change triggers.
    • Queue Management Data: Provides counts of total, in-schedule, out-of-schedule, and inactive queues per channel, assisting in queue scheduling and management.
    • Agent Status by Channel: Detailed breakdown of agent statuses for each channel, supporting targeted monitoring of workforce allocation.
    • Queue-Level Details: Includes schedule status, agent availability, work item counts, and routing time statistics (max, min, mean, median) for each queue. This helps administrators evaluate queue efficiency and work item routing effectiveness.

    Practical Benefits for ServiceNow Customers

    • Gain comprehensive visibility into work assignment processes and agent performance across channels and queues.
    • Identify and troubleshoot delays or inefficiencies in work item routing and acceptance.
    • Monitor utilization conditions and channel eligibility to optimize workload distribution.
    • Ensure that record watchers are functioning properly to maintain accurate work assignment logic.
    • Make informed decisions about scheduling, queue activation, and agent availability based on real-time metrics.

    Related Concepts and Resources

    Customers may also want to explore related topics such as Domain separation and Advanced Work Assignment, Assignment Rule form, and configuration components or properties installed with AWA to deepen their understanding and optimize their setup. Proper role assignments for AWA ensure secure and effective monitoring.

    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