Advanced Work Assignment dashboard for messaging

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

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    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.

    Figure 1. AWA dashboard for Messaging
    The dashboard displays indicators and reports to track agent messaging 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
    Abandon Rate Percentage of conversations that have been abandoned by the requestor.

    Data visualizations

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