Advanced Work Assignment dashboard for messaging

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Advanced Work Assignment Dashboard for Messaging

    The Advanced Work Assignment (AWA) dashboard for messaging allows managers to effectively monitor conversation work items, enabling better support for customer needs. It is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which must be activated for use.

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    Key Features

    • Role-Specific Access: Different user roles, including AWA administrators, managers, agent managers, and Performance Analytics administrators, have specific responsibilities related to configuring and managing the dashboard.
    • Performance Indicators: The dashboard tracks key performance metrics such as Abandon Rate, Active Conversations, Unassigned Conversations, In Progress Conversations, and various response times.
    • Daily Trend Monitoring: Managers can observe daily trends to make informed decisions regarding routing criteria, agent capacity, and other operational settings.

    Key Outcomes

    By utilizing this dashboard, managers gain a comprehensive view of incoming work items and agent availability, allowing them to optimize service delivery and enhance customer satisfaction. The ability to track and analyze performance metrics helps in identifying areas for improvement and ensuring that customer needs are met effectively.

    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 Solution for Advanced Work Assignment.

    Figure 1. AWA dashboard for Messaging
    The dashboard displays indicators and reports to track agent messaging 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 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 ScoreSingle score report Agent Chat messaging conversations that are not Closed Complete or Closed Abandoned and are not cancelled.
    Unassigned Conversations Single ScoreSingle score report Agent Chat messaging conversation that is in a pending accept or queued state.
    In Progress Conversations Single ScoreSingle score report Agent Chat messaging conversation that is on hold, new, or work in progress.
    Average Wait Time - Last 24 Hours Single ScoreSingle score report Average time it takes for an agent to accept a chat in the queue today.
    Consumer Average Response Time - Past Month Single ScoreSingle score report 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 ScoreSingle score report Inbound messaging conversation where the first response wait time is not empty and it was created after 24 hours.
    Customer Satisfaction - Past Month Single ScoreSingle score report Customer satisfaction score over the past month
    Service Level Single ScoreSingle score report
    • 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 ScoreSingle score report Average time of the interactions handling duration in the last 24 hours.
    Agent Average Response Time - Last 24 Hours Single ScoreSingle score report Average agent response time in the last 24 hours.