Advanced Work Assignment dashboard for messaging
Summarize
Summary of Advanced Work Assignment dashboard for messaging
The Advanced Work Assignment (AWA) dashboard for messaging enables managers to monitor conversation work items and manage agent availability effectively. This helps ensure agents can meet customer needs efficiently. The dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which must be activated for use.
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End users and roles
- AWA administrator (awaadmin): Configures the AWA system to align with customer service business needs.
- AWA manager (awamanager): Identifies issues in routing and assignment of work items across service channels.
- Agent manager (sncustomerservicemanager): Oversees agents or groups to ensure customer demands are met by monitoring agent workloads.
- Performance Analytics administrator (paadmin or paviewer): Supports business managers in leveraging Performance Analytics insights.
Use case
This dashboard provides support managers with a real-time overview of incoming work items and agent availability. Monitoring daily trends allows managers to adjust routing criteria, agent capacity, and other settings to optimize the assignment of work to agents and improve service efficiency.
Key features and indicators
The dashboard includes a variety of performance indicators and data visualizations to measure and analyze work item handling and agent performance:
- Abandon Rate: Percentage of conversations abandoned by requestors.
- Active Conversations: Messaging conversations currently in progress (not closed or cancelled).
- Unassigned Conversations: Conversations waiting in a queue or pending acceptance.
- In Progress Conversations: Conversations that are on hold, new, or actively being worked on.
- Average Wait Time - Last 24 Hours: Average time for agents to accept chat requests within the last day.
- Consumer Average Response Time - Past Month: Average requester response time for closed conversations over the past month.
- Time To First Response - Last 24 Hours: Time taken for the first agent response in inbound conversations created within the last day.
- Customer Satisfaction - Past Month: Customer satisfaction score over the past month.
- Service Level: Performance metrics by service channel queue.
- Agent Presence & Capacity: Current agent states and capacity usage metrics including channel and universal capacity.
- Average Handling Time - Last 24 Hours: Average duration to handle interactions in the last day.
- Agent Average Response Time - Last 24 Hours: Average agent response time within the last 24 hours.
Benefits for ServiceNow customers
By using this dashboard, ServiceNow customers can:
- Gain actionable insights into conversation workloads and agent performance.
- Identify bottlenecks or issues in routing and assignment processes.
- Make informed adjustments to improve agent utilization and customer service responsiveness.
- Monitor customer satisfaction and service levels to maintain quality standards.
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.
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 |
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| Agent Presence & Capacity |
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| 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. |