---
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 messaging

# Advanced Work Assignment dashboard for messaging {#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 Messaging

The Advanced Work Assignment (AWA) dashboard for messaging enables managers to effectively monitor conversation work items, enhancing agents' ability to meet customer needs.
This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin.
For activation details, refer to the Platform Analytics Solutions for Advanced Work Assignment.
Show full answer Show less  

## End Users and Roles

* **AWA Administrator:** Configures AWA to align with business needs. *Role: awaadmin*
* **AWA Manager:** Identifies routing and assignment concerns. *Role: awamanager*
* **Agent Manager:** Oversees agents or agent groups to ensure customer needs are met. *Role: sncustomerservicemanager*
* **Performance Analytics Administrator:** Ensures effective use of Performance Analytics solutions. *Role: paadmin or paviewer*

## Use Case

This dashboard offers support managers an overview of incoming work items and agent availability. It allows managers to track daily trends, enabling adjustments to routing criteria, agent capacity, and settings that dictate work distribution to agents.

## Indicators

Indicators provide performance measurements for business services and activities. Key indicators include:

* **Abandon Rate:** Percentage of abandoned conversations.
* **Active Conversations:** Number of ongoing messaging conversations.
* **Unassigned Conversations:** Conversations pending acceptance or in queue.
* **In Progress Conversations:** Conversations that are on hold or in progress.
* **Average Wait Time - Last 24 Hours:** Average time for an agent to accept a chat.
* **Consumer Average Response Time - Past Month:** Average response time for completed conversations over the last month.
* **Time To First Response - Last 24 Hours:** Wait time for the first response for inbound conversations.
* **Customer Satisfaction - Past Month:** Customer satisfaction score for the previous month.
* **Service Level:** Metrics on service channel queues and agent presence.
* **Average Handling Time - Last 24 Hours:** Average duration of interactions in the past 24 hours.
* **Agent Average Response Time - Last 24 Hours:** Average response time of agents in the last 24 hours.  
Enable managers to monitor Conversation \[interaction\] 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 Messaging

## End users and roles {#awa-messaging-dashboard__section_xbg_5zn_qsb}

{#awa-messaging-dashboard__table_ybg_5zn_qsb__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-messaging-dashboard__table_ybg_5zn_qsb}

## Use case {#awa-messaging-dashboard__section_zbg_5zn_qsb}

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-messaging-dashboard__section_acg_5zn_qsb}

Indicators define a performance measurement taken at regular intervals of a business service,
an activity, or organizational behavior.  
{#awa-messaging-dashboard__table_bcg_5zn_qsb__entry__2}

| Indicator | Description |
|-|-|
| Abandon Rate | Percentage of conversations that have been abandoned by the requestor. |
[ ]

{#awa-messaging-dashboard__table_bcg_5zn_qsb}

## Data visualizations {#awa-messaging-dashboard__section_fcg_5zn_qsb}

{#awa-messaging-dashboard__table_gcg_5zn_qsb__entry__3}

| Title | Type | Description |
|-|-|-|
| Active Conversations | Single Score | Agent Chat messaging conversations that are not Closed Complete or Closed Abandoned and are not cancelled. |
| Unassigned Conversations | Single Score | Agent Chat messaging conversation that is in a pending accept or queued state. |
| In Progress Conversations | Single Score | Agent Chat messaging conversation that is on hold, new, or work in progress. |
| Average Wait Time - Last 24 Hours | Single Score | Average time it takes for an agent to accept a chat in the queue today. |
| Consumer Average Response Time - Past Month | Single Score | Messaging conversation that is Closed Complete or Closed Abandoned and is assigned and the requester average response time is not empty and it was created after one month. |
| Time To First Response - Last 24 Hours | Single Score | Inbound messaging conversation where the first response wait time is not empty and it was created after 24 hours. |
| Customer Satisfaction - Past Month | Single Score | Customer satisfaction score over the past month |
| Service Level | Single Score | * Type * Service Channel * Queue * Service Level {#awa-messaging-dashboard__ul_pqb_rcd_3tb} |
| Agent Presence \& Capacity |   | * Agent * Current presence state * Updated * Channel * Capacity in use * Applied Max Capacity * Universal Capacity In Use * Max Universal Capacity {#awa-messaging-dashboard__ul_lx4_4cd_3tb} |
| Average Handling Time - Last 24 Hours | Single Score | Average time of the interactions handling duration in the last 24 hours. |
| Agent Average Response Time - Last 24 Hours | Single Score | Average agent response time in the last 24 hours. |
[ ]

{#awa-messaging-dashboard__table_gcg_5zn_qsb}