Advanced Work Assignment dashboard for interactions
Summarize
Summary of Advanced Work Assignment dashboard for interactions
The Advanced Work Assignment (AWA) dashboard for interactions enables managers to monitor and manage interaction work items effectively, helping agents better support customer needs. This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin. It provides real-time visibility into work item trends and agent availability, allowing managers to make informed adjustments to routing criteria, agent capacity, and other settings to optimize workload distribution and service quality.
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End users and roles
- AWA administrator (awaadmin): Configures Advanced Work Assignment settings to align with customer service business needs.
- AWA manager (awamanager): Identifies routing and assignment issues across service channels.
- Agent manager (sncustomerservicemanager): Oversees agents or agent groups and ensures customer needs are met by monitoring workload.
- Performance Analytics administrator (paadmin or paviewer): Ensures effective use of Performance Analytics solutions by business managers.
Use case
This dashboard supports managers in overseeing incoming work items and agent availability on a daily basis. By tracking these trends, managers can decide whether to adjust routing rules, agent capacity, and other parameters to improve assignment efficiency and customer service outcomes.
Indicators
Key performance metrics measured regularly include:
- New Work Items: Total number created today; goal is to minimize agent workload.
- Accepted Work Items: Percentage accepted by agents in the past hour.
- Exceeding Target Work Items: Percentage exceeding target wait time.
- Rejected Work Items: Percentage rejected by agents.
- Timed Out Work Items: Percentage that timed out.
- Auto-Assigned Work Items: Percentage automatically assigned.
- Weekly Trends: Counts of work items in various states over the past week (New, Exceeding Target, Abandoned, Rejected, Timed Out, Auto-Assigned).
Breakdowns
Data can be analyzed by selecting breakdown categories such as Service Channel or Queue from the dashboard menu, providing insights into performance by different segments.
Data visualizations
The dashboard includes single score visualizations for quick comprehension of key metrics in the last hour:
- Accepted Work Items - Last Hour: Number accepted by agents.
- Abandoned Work Items - Last Hour: Number abandoned.
- Average Wait Time - Last Hour: Average customer wait time for agent response.
Enable managers to monitor Interaction [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.
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 |
|---|---|
| New Work Items | Total number of 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 all interaction work items that agents have accepted in the past hour. |
| Exceeding Target Work Items | Percentage of all interaction work items that have exceeded the target wait time. |
| Rejected Work Items | Percentage of all interaction work items that agents have rejected. |
| Timed Out Work Items | Percentage of all interaction work items that timed out. |
| Auto-Assigned Work Items | Percentage of all interaction work items that were automatically assigned. |
| Weekly Trends | Number of work items in each of the following states for the past week:
|
Breakdowns
- Service Channel
- Queue
For more information on analyzing data with breakdowns, see Using breakdowns on dashboards.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Accepted Work Items - Last Hour | Single Score |
Number of interaction work items that agents have accepted in the past hour. |
| Abandoned Work Items - Last Hour | Single Score |
Number of interaction work items that agents have abandoned in the past hour. |
| Average Wait Time - Last Hour | Single Score |
Average amount of time that customers have spent waiting for an agent response in the past hour. |