Check work items and AWA events

View a list of work items and AWA events.

始める前に

Role required: awa_admin or admin

手順

1. Navigate to Advanced Work Assignment > Work Item > All.
   A list of the work items appears.
2. Select the preview button () for the work item you want to view.
3. On the Work Item dialog box, select Open Record.

   表 : 1. Work Item form

   Field	Definition
   Exceeded Queue Target Wait Time	Indicator that the interaction has waited longer than the target wait time of the queue.
   Queue	Queue assigned to the task.
   Assigned to	User assigned to the task.
   Document ID	Document ID assigned to the task.
   State	Status of the task: Accepted Canceled Pending Accept Queued
   Active	Indicator of whether the task is still being worked on (active) or is complete.
   Canceled reason	Reason the task was canceled: Disqualified from service channel Manually assigned Time out Transfer was canceled or rejected 注: Work items may be canceled if all agents remain at full capacity for the entire interaction.
   Is Dismissed	Indicator of whether the task was dismissed.
   Rejected	Task that was rejected by the agent.
   Timed Out	Task that has exceeded the timeout specified in the assignment rule.
   Assignment group	Group assigned to the task.
   Document table	Document table assigned to the task.
   Previous Work Item	Reference to a previous work item for the same Document ID.
   State changed on	Date that the task state was most recently changed.
   Allocated by	User who assigned the work item.
   Display Name	Task name.
   Offered on	Date the task was first offered to an agent.
   Work Item Size	Amount of an agent's capacity used when this task is assigned to the agent.
   Wait time	Length of time the task waited in the queue before being assigned.
   Assignment rule	Rule that assigns cases that meet the matching rule criteria to a customer service agent.
   Offer Count	Number of times the work item was offered to agents.

4. Scroll to the bottom of the Work Item form to view the list of the AWA Events.
5. Select the preview button for the AWA event you want to view.
6. On the AWA Event dialog box, select Open Record.

   表 : 2. AWA Event form

   Field	Definition
   Caused By	User who triggered the AWA event.
   Record ID	Interaction record ID.
   Type	Type of AWA event: Assignment Manual Assignment Routing Acceptance Rejection Cancellation
   Name	Name of the corresponding interaction.
   Channel	Service channel used for the AWA event.
   Record table	Table name of document being logged.
   Record Details	Details of the work item record.
   Timestamp	Date and time the AWA event occurred.
   Event Details	Details about the AWA event: Routing event - details of the queue that was selected. Assignment event - details about which agent was selected and which eligibility pools were considered. These details include a listing of all candidate agents that were considered from each pool and a summary of which agents were filtered from consideration. Rejection events - details about the user who rejected the item and the reason. Manual assignments - details about the manager making the assignment, the previous and new agents, and the previous work item (if there is one). Cancellation events - no additional details.
   Summary	Event summary.

   The AWA Event form appears.