---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Advanced Work Assignment dashboard for interactions

# Advanced Work Assignment dashboard for
interactions {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Advanced Work Assignment Dashboard for Interactions

The Advanced Work Assignment (AWA) dashboard for interactions enables managers to oversee work items related to customer interactions, enhancing the support agents provide to customers.
This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which needs to be activated for use.
Show full answer Show less  

## End Users and Roles

* **AWA Administrator:** Configures AWA to meet customer service needs. *Required role: awaadmin*
* **AWA Manager:** Identifies concerns for routing and assignment of work items. *Required role: awamanager*
* **Agent Manager:** Oversees agents or agent groups to ensure customer needs are met. *Required role: sncustomerservicemanager*
* **Performance Analytics Administrator:** Ensures optimal use of Performance Analytics solutions. *Required role: paadmin or paviewer*

## Use Case

This dashboard provides support managers with insight into incoming work items and agent availability, allowing them to monitor daily trends. By analyzing this information, managers can adjust routing criteria and agent capacity settings to optimize workload distribution among agents.

## Indicators

Indicators track performance measurements over time:

* **New Work Items:** Total work items created today; aim to minimize items received by agents.
* **Accepted Work Items:** Percentage of work items accepted by agents in the last hour.
* **Exceeding Target Work Items:** Percentage of items that exceeded target wait time.
* **Rejected Work Items:** Percentage of items rejected by agents.
* **Timed Out Work Items:** Percentage of items that timed out.
* **Auto-Assigned Work Items:** Percentage of items assigned automatically.
* **Weekly Trends:** Work items' states (New, Exceeding Target, Abandoned, Rejected, Timed Out, Auto-Assigned) over the past week.

## Data Visualizations

The dashboard includes various data visualizations to help users analyze performance:

* **Accepted Work Items - Last Hour:** Number of items accepted by agents in the past hour.
* **Abandoned Work Items - Last Hour:** Number of items abandoned by agents in the past hour.
* **Average Wait Time - Last Hour:** Average wait time experienced by customers in the past hour.  
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 Solutions for Advanced Work Assignment](https://www.servicenow.com/docs/0HtT8tRU7m1YT2v5e3c2PA "This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.").
Figure 1. AWA dashboard for Interactions

## End users and roles {#awa-interactions-dashboard__section_upb_qj4_2fb}

{#awa-interactions-dashboard__table_ov2_tj4_2fb__entry__2}

| 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 |
[ ]

{#awa-interactions-dashboard__table_ov2_tj4_2fb}

## Use case {#awa-interactions-dashboard__section_urz_yj4_2fb}

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 {#awa-interactions-dashboard__section_nm4_hk4_2fb}

Indicators define a performance measurement taken at regular intervals of a business service,
an activity, or organizational behavior.  
{#awa-interactions-dashboard__table_kbm_5wt_rhb__entry__2}

| 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 {#awa-interactions-dashboard__ul_tkz_hxt_rhb} |
[ ]

{#awa-interactions-dashboard__table_kbm_5wt_rhb}

## Breakdowns {#awa-interactions-dashboard__section_yfw_qk4_2fb}

To analyze data according to different categories, select a breakdown from the dashboard menu:

* Service Channel
* Queue
{#awa-interactions-dashboard__ul_ulw_dl4_2fb}

For more information on analyzing data with breakdowns, see [Using breakdowns on dashboards](https://www.servicenow.com/docs/access?context=c_SpecialDashboards&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).

## Data visualizations {#awa-interactions-dashboard__section_t5q_fl4_2fb}

{#awa-interactions-dashboard__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Accepted Work Items - Last Hour | Single Score | Number of interaction work items that agents have accepted in the past hour. |
| Abandoned Work Items - Last Hour | Single Score | Number of interaction work items that agents have abandoned in the past hour. |
| Average Wait Time - Last Hour | Single Score | Average amount of time that customers have spent waiting for an agent response in the past hour. |
[ ]

{#awa-interactions-dashboard__table_xvt_hl4_2fb}