Advanced Work Assignment dashboard for interactions

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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.

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    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.

    Figure 1. AWA dashboard for Interactions
    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 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

    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

    Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior.

    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

    Breakdowns

    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
    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.