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 optimize the handling of customer service work items by agents. Available through the Performance Analytics - Content Pack - Advanced Work Assignment plugin, this dashboard provides real-time and historical insights into interaction workloads and agent availability, helping managers ensure customer needs are efficiently met.
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End users and roles
- AWA administrator (awaadmin): Configures Advanced Work Assignment settings to align with customer service business requirements.
- AWA manager (awamanager): Identifies routing and assignment concerns across service channels to improve work distribution.
- Agent manager (sncustomerservicemanager): Oversees agents or agent groups, monitoring their work to ensure service quality.
- Performance Analytics administrator (paadmin or paviewer): Supports business managers in effectively using Performance Analytics solutions.
Use case
The dashboard provides support managers with an overview of incoming work items and agent availability, enabling them to track daily trends. This insight allows managers to adjust routing criteria, agent capacity, and other settings that govern how work is assigned to agents, improving service delivery.
Indicators
The dashboard tracks key performance indicators that measure interaction handling efficiency:
- New Work Items: Total work items created today, with a goal to minimize the volume agents receive.
- Accepted Work Items: Percentage of interaction work items accepted by agents in the past hour.
- Exceeding Target Work Items: Percentage of work items exceeding target wait times.
- Rejected Work Items: Percentage of work items rejected by agents.
- Timed Out Work Items: Percentage of work items that timed out without being handled.
- Auto-Assigned Work Items: Percentage of work items automatically assigned to agents.
- Weekly Trends: Counts of work items by state (new, exceeding target, abandoned, rejected, timed out, auto-assigned) over the past week.
Breakdowns
To analyze performance data more granularly, users can select breakdowns by:
- Service Channel
- Queue
This allows managers to identify bottlenecks or issues in specific service channels or queues for targeted improvements.
Data visualizations
The dashboard includes key visual metrics for quick performance assessment:
- Accepted Work Items - Last Hour: Number of interaction work items accepted by agents in the last hour.
- Abandoned Work Items - Last Hour: Number of work items abandoned by customers in the last hour.
- Average Wait Time - Last Hour: Average customer wait time for agent response during the last hour.
These visualizations enable managers to monitor immediate workload and customer experience, facilitating timely adjustments to improve service.
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. |