Advanced Work Assignment dashboard for operations

  • Release version: Australia
  • Updated March 12, 2026
  • 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 oversee work items across various service channels, enhancing agents' ability to meet customer needs. This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which requires activation for use.

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    Key Features

    • Overview Tab: Displays comprehensive information across all queues, teams, and channels.
    • Queue Manager Tab: Shows overall queue status, allowing selection of specific queues for detailed views.
    • Team Manager Tab: Provides insights at the group level, with the option to choose specific teams for analysis.
    • Channel Owner Tab: Presents channel-specific data based on the selected service channel.

    End Users and Roles

    • AWA Administrator: Configures AWA settings to align with business needs (Role: awaadmin).
    • AWA Manager: Identifies concerns in work item routing and assignment (Role: awamanager).
    • Agent Manager: Oversees agents and their workload to ensure customer satisfaction (Role: sncustomerservicemanager).
    • Performance Analytics Administrator: Ensures optimal use of Performance Analytics solutions by business managers (Roles: paadmin or paviewer).

    Key Outcomes

    This dashboard empowers support managers by providing a clear view of incoming work items and agent availability, enabling them to monitor daily trends. Insights gained can inform adjustments to routing criteria, agent capacity, and various operational settings to improve service delivery.

    Data Visualizations

    • Work Items Waiting: Displays pending or queued work items.
    • Available Agents: Shows the current number of agents available to take on tasks.
    • Accepted Work Items (Today): Indicates the number of work items accepted by agents, including auto-assigned tasks.
    • Average Wait Time (Today): Reflects the average duration for agents to accept chats.
    • Timed Out Work Items (Today): Counts work items that have not been accepted within the expected time frame.
    • Rejected Work Items (Today): Lists work items rejected by agents that did not time out.
    • Presence State of Agents: Displays the distribution of agents across different operational states.
    • Agent Presence & Capacity: Provides a count and list of agents in an assignment group, detailing their current presence state, capacity usage, and relevant thresholds.

    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