Advanced Work Assignment dashboard for messaging

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.

図 : 1. AWA dashboard for Messaging

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 Score	Agent Chat messaging conversations that are not Closed Complete or Closed Abandoned and are not cancelled.
Unassigned Conversations	Single Score	Agent Chat messaging conversation that is in a pending accept or queued state.
In Progress Conversations	Single Score	Agent Chat messaging conversation that is on hold, new, or work in progress.
Average Wait Time - Last 24 Hours	Single Score	Average time it takes for an agent to accept a chat in the queue today.
Consumer Average Response Time - Past Month	Single Score	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 Score	Inbound messaging conversation where the first response wait time is not empty and it was created after 24 hours.
Customer Satisfaction - Past Month	Single Score	Customer satisfaction score over the past month
Service Level	Single Score	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 Score	Average time of the interactions handling duration in the last 24 hours.
Agent Average Response Time - Last 24 Hours	Single Score	Average agent response time in the last 24 hours.