Advanced Work Assignment dashboard for operations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Advanced Work Assignment dashboard for operations

    The Advanced Work Assignment (AWA) dashboard for operations enables managers to monitor work items across all service channels to optimize agent support and customer service effectiveness. It is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin. Managers can track queues, teams, and channels in real time to make informed decisions about workload distribution.

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    Dashboard Tabs and Functionality

    • Overview Tab: Displays aggregated information across all queues, teams, and channels to provide a high-level view of operational workload and agent status.
    • Queue Manager Tab: Focuses on queue-level data, allowing managers to select specific queues to assess overall queue performance and workload.
    • Team Manager Tab: Presents information at the group (team) level, enabling managers to review the status and performance of individual teams.
    • Channel Owner Tab: Shows data related to selected service channels, helping channel owners monitor workload and agent availability specific to their channels.

    Roles and Responsibilities

    • AWA Administrator (awaadmin): Configures the AWA system to align with business needs.
    • AWA Manager (awamanager): Identifies routing and assignment issues across channels.
    • Agent Manager (sncustomerservicemanager): Oversees agents and agent groups to ensure customer needs are met.
    • Performance Analytics Administrator (paadmin or paviewer): Ensures effective use of Performance Analytics solutions by business managers.

    Use Case

    This dashboard supports service managers by providing visibility into incoming work items and agent availability. It assists in monitoring daily trends, enabling adjustments to routing criteria, agent capacity, and other assignment settings to improve workload distribution and customer service responsiveness.

    Data Breakdown and Analysis

    Managers can analyze operational data by selecting breakdowns such as Service Channel or Queue from the dashboard menu. This feature helps in understanding workload distribution across different categories.

    Key Data Visualizations

    • Work Items Waiting: Number of work items pending acceptance or queued.
    • Available Agents: Count of agents currently available to accept work.
    • Accepted Work Items (Today): Total work items accepted by agents, including auto-assigned ones.
    • Average Wait Time (Today): Average time agents take to accept chats from the queue.
    • Timed Out Work Items (Today): Work items that were not accepted within the expected time frame.
    • Rejected Work Items (Today): Work items rejected but not timed out.
    • Presence State of Agents: Distribution of agents across their presence states (e.g., available, busy).
    • Agent Presence & Capacity: Detailed view of agents’ current presence state, time spent in that state, and their capacity utilization per service channel.

    These visualizations provide operational insights to balance workloads, manage agent availability, and improve customer service delivery.

    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 Solutions 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