Operations dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Operations Dashboard

    The Operations Dashboard enables managers to efficiently monitor work items across all service channels, enhancing their agents' ability to meet customer needs. This dashboard is part of the Advanced Work Assignment content pack, which must be activated for use.

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    End Users and Roles

    Different roles utilize the dashboard for specific purposes:

    • AWA Administrator: Configures Advanced Work Assignment tailored to customer service needs (Role: awaadmin).
    • AWA Manager: Identifies routing and assignment concerns for work items (Role: awamanager).
    • Agent Manager: Oversees agents' activities to ensure customer satisfaction (Role: sncustomerservicemanager).
    • Performance Analytics Administrator: Helps business managers utilize Performance Analytics solutions effectively (Role: paadmin or paviewer).

    Key Features

    This dashboard offers support managers an overview of work items and agent availability, allowing them to monitor trends and adjust routing criteria and agent capacity as needed.

    Indicators

    • New Work Items: Total number of created interaction work items today.
    • Accepted Work Items: Percentage of interaction work items accepted by agents.
    • Exceeding Target Work Items: Percentage of work items that exceeded the target wait time.
    • Rejected Work Items: Percentage of interaction work items rejected by agents.
    • Timed Out Work Items: Percentage of work items that timed out.
    • Weekly Trends: Overview of work items in various states (New, Exceeding Target, Abandoned, Rejected, Timed Out) for the past week.

    Breakdowns

    Data can be analyzed using breakdowns by Service Channel or Queue Assignment Group for deeper insights.

    Reports

    Key reports available on the dashboard include:

    • Accepted Work Items - Last Hour: Number of interaction work items accepted in the past hour.
    • Abandoned Work Items - Last Hour: Number of interaction work items abandoned in the past hour.
    • Average Wait Time - Last Hour: Average time customers spent waiting for an agent response in the past hour.

    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 Advanced Work Assignment content pack. For information on activating the content pack, see Platform Analytics Solutions for Advanced Work Assignment.

    Figure 1. Advanced Work Assignment dashboard for Operations
    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 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.

    Indicators

    Indicator Description
    New Work Items Total number of interaction 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 interaction work items that agents have accepted.
    Exceeding Target Work Items Percentage of interaction work items that have exceeded the target wait time.
    Rejected Work Items Percentage of interaction work items that agents have rejected.
    Timed Out Work Items Percentage of interaction work items that timed out.
    Weekly Trends Number of work items in each of the following states for the past week:
    • New
    • Exceeding Target
    • Abandoned
    • Rejected
    • Timed Out

    Breakdowns

    To analyze data according to different categories, select a breakdown from the dashboard menu:
    • Service Channel
    • Queue
    • Assignment Group

    For more information on analyzing data with breakdowns, see Using breakdowns on dashboards.

    Reports

    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.