Advanced Work Assignment dashboard for tasks
Summarize
Summary of Advanced Work Assignment Dashboard for Tasks
The Advanced Work Assignment (AWA) dashboard enables managers to effectively monitor task work items, ensuring their agents can meet customer needs. Accessible through the Performance Analytics - Content Pack - Advanced Work Assignment plugin, this dashboard helps in overseeing incoming work items and agent availability.
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End Users and Roles
- AWA Administrator: Configures AWA to align with customer service needs. Required Role: awaadmin
- AWA Manager: Identifies concerns regarding work item routing and assignment. Required Role: awamanager
- Agent Manager: Manages agents or groups and oversees their workload to meet customer demands. Required Role: sncustomerservicemanager
- Performance Analytics Administrator: Ensures optimal use of Performance Analytics solutions by business managers. Required Role: paadmin or paviewer
Key Features
This dashboard provides critical indicators to support managers:
- New Work Items: Total task work items created today; goal is to minimize these.
- Accepted Work Items: Percentage of task items accepted by agents.
- Auto-Assigned Work Items: Percentage of items automatically assigned.
- Exceeding Target Work Items: Percentage of items exceeding target wait time.
- Timed Out Work Items: Percentage of items that timed out.
- Rejected Work Items: Percentage of items rejected by agents.
- Weekly Trends: Overview of work item states from the past week including new, exceeding target, abandoned, rejected, timed out, and auto-assigned.
Breakdowns can be applied by service channel or queue to analyze data more effectively.
Key Outcomes
With the AWA dashboard, managers can monitor daily trends to make informed adjustments to routing criteria, agent capacity, and other operational settings, ultimately improving efficiency and customer service responsiveness.
Enable managers to monitor Task [task] 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.
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 in order 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 task work items that were created today. The goal for this indicator is to minimize the amount of task work items that agents receive. |
| Accepted Work Items | Percentage of all task work items that agents have accepted. |
| Auto-Assigned Work Items | Percentage of all task work items that were automatically assigned. |
| Exceeding Target Work Items | Percentage of all interaction work items that have exceeded the target wait time. |
| Timed Out Work Items | Percentage of all interaction work items that timed out. |
| Rejected Work Items | Percentage of all interaction work items that agents have rejected. |
| Weekly Trends | Number of work items in each of the following states for the past week:
|
Breakdowns
- Service Channel
- Queue
For more information on analyzing data with breakdowns, see Using breakdowns on dashboards.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Average Task Wait Time - Last Hour | Single Score |
Average amount of time in the past hour that customers have spent waiting for an agent response. |