Operations dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Operations dashboard

    The Operations dashboard enables managers to monitor work items across all service channels, helping agents better support customer needs. It is part of the Advanced Work Assignment (AWA) content pack and provides a consolidated view of work item trends and agent availability.

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    End users and roles

    • AWA administrator (awaadmin): Configures Advanced Work Assignment to align with business needs.
    • AWA manager (awamanager): Identifies routing and assignment issues across service channels.
    • Agent manager (sncustomerservicemanager): Oversees agents or groups, ensuring customer needs are met.
    • Performance Analytics administrator (paadmin or paviewer): Ensures effective use of Performance Analytics solutions.

    Use case

    The dashboard provides support managers with insights into incoming work items and agent availability. It allows monitoring daily trends to optimize routing criteria, agent capacity, and other assignment settings for efficient work distribution.

    Key features

    • Indicators: Metrics such as New Work Items, Accepted Work Items, Exceeding Target Work Items, Rejected Work Items, Timed Out Work Items, and Weekly Trends offer a comprehensive view of work item status and agent interactions.
    • Breakdowns: Data can be analyzed by Service Channel, Queue, or Assignment Group to pinpoint specific operational areas.
    • Reports: Real-time and recent metrics include Accepted Work Items - Last Hour, Abandoned Work Items - Last Hour, and Average Wait Time - Last Hour to track immediate performance.

    Key outcomes

    By using this dashboard, ServiceNow customers can effectively monitor and manage their customer service workload, identify bottlenecks, and adjust operational parameters to improve agent responsiveness and customer satisfaction.

    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 Solutions 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.