Advanced Work Assignment dashboard for tasks

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

    The Advanced Work Assignment dashboard provides managers with tools to effectively monitor task work items and agent availability. This enables better support for customer needs and is part of the Performance Analytics - Content Pack available in the Advanced Work Assignment plugin.

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    Key Features

    • End Users and Roles:
      • AWA Administrator: Configures Advanced Work Assignment for optimal business alignment (Role: awaadmin).
      • AWA Manager: Monitors routing and assignment of work items (Role: awamanager).
      • Agent Manager: Oversees agents to meet customer needs (Role: sncustomerservicemanager).
      • Performance Analytics Administrator: Ensures effective use of Performance Analytics solutions (Role: paadmin or paviewer).
    • Use Case: Offers support managers insights into incoming work items and agent availability for daily trend monitoring, aiding in the adjustment of routing criteria and agent capacity settings.
    • Indicators: Key performance metrics include:
      • New Work Items: Total created today (goal: minimize workload).
      • Accepted Work Items: Percentage accepted by agents.
      • Auto-Assigned Work Items: Percentage automatically assigned.
      • Exceeding Target Work Items: Percentage exceeding target wait time.
      • Timed Out Work Items: Percentage that timed out.
      • Rejected Work Items: Percentage rejected by agents.
      • Weekly Trends: Tracks states of work items over the past week.
    • Breakdowns: Data can be analyzed by selecting categories such as Service Channel and Queue from the dashboard menu.
    • Data Visualizations: Features metrics like Average Task Wait Time - Last Hour, indicating customer wait times.

    Key Outcomes

    By utilizing the Advanced Work Assignment dashboard, managers can gain comprehensive insights into task management, optimize agent workloads, and enhance customer service efficiency through informed decision-making based on real-time data.

    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 Solution for Advanced Work Assignment.

    Figure 1. AWA dashboard for Tasks
    The dashboard displays indicators and reports to track agent tasks 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 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:
    • New
    • Exceeding Target
    • Abandoned
    • Rejected
    • Timed Out
    • Auto-Assigned

    Breakdowns

    To analyze data according to different categories, select a breakdown from the dashboard menu:
    • 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 ScoreSingle score report Average amount of time in the past hour that customers have spent waiting for an agent response.