Platform Analytics Solutions for Advanced Work Assignment

This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Enabling Platform Analytics Solutions

Use the Performance Analytics widgets on the dashboard to visualize data over time, analyze your business processes, and identify areas of improvement. With solutions, you can get value from Performance Analytics for your application with minimal setup.

Note:

Solutions include some dashboards that are inactive by default. You can activate these dashboards to make them visible to end users according to your business needs.

For unlimited access to all features of this Platform Analytics Solution, purchase a Performance Analytics subscription. For more information, see Activating your Performance Analytics subscription.

To enable a solution for Advanced Work Assignment, an admin navigates to System Definitions > Plugins and activates the Performance Analytics - Content Pack - Advanced Work Assignment plugin.

Virtual Agent Academy: Using analytics to optimize Advanced Work Assignment Watch this video for more information about the Platform Analytics Solution for Advanced Work Assignment.

• Advanced Work Assignment dashboard for interactions
  Enable managers to monitor Interaction [interaction] work items so that their agents can better support customer needs.
• Advanced Work Assignment dashboard for operations
  Enable managers to monitor work items across all service channels so that their agents can better support customer needs.
• Advanced Work Assignment dashboard for tasks
  Enable managers to monitor Task [task] work items so that their agents can better support customer needs.
• Advanced Work Assignment dashboard for messaging
  Enable managers to monitor Conversation [interaction] work items so that their agents can better support customer needs.
• Migrating Advanced Work Assignment Dashboards
  Migrating the Advanced Work Assignment CoreUI dashboards to Next Experience increases the product adoption of key platform capabilities to drive customer benefit.

Related topics

• Activate your Performance Analytics subscription