Advanced Work Assignment dashboard for interactions

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Advanced Work Assignment Dashboard for Interactions

    The Advanced Work Assignment dashboard enables managers to oversee interaction work items, enhancing their agents' ability to meet customer needs. This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin. Customers can activate this content pack by referring to the Platform Analytics Solutions for Advanced Work Assignment documentation.

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    End Users and Roles

    • AWA Administrator: Configures Advanced Work Assignment to align with customer service needs. Required role: awaadmin
    • AWA Manager: Identifies routing and assignment concerns for work items across service channels. Required role: awamanager
    • Agent Manager: Oversees agent performance to ensure customer needs are addressed. Required role: sncustomerservicemanager
    • Performance Analytics Administrator: Ensures effective use of Performance Analytics solutions. Required role: paadmin or paviewer

    Key Features

    This dashboard provides managers with a comprehensive view of incoming work items and agent availability. Managers can track daily trends to decide if changes are necessary in routing criteria, agent capacity, and other critical settings.

    • Indicators: Performance metrics such as New Work Items, Accepted Work Items, Exceeding Target Work Items, Rejected Work Items, Timed Out Work Items, and Auto-Assigned Work Items.
    • Weekly Trends: Data on work items in various states over the past week, including New, Exceeding Target, Abandoned, Rejected, Timed Out, and Auto-Assigned.
    • Breakdowns: Analyze data by selecting different categories like Service Channel and Queue for deeper insights.
    • Data Visualizations: Key metrics include Accepted Work Items - Last Hour, Abandoned Work Items - Last Hour, and Average Wait Time - Last Hour.

    Key Outcomes

    By utilizing this dashboard, managers can effectively monitor and adjust the performance of their service teams, ensuring that customer interactions are handled efficiently. This leads to improved service delivery and higher customer satisfaction.

    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:
    • 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
    Accepted Work Items - Last Hour Single ScoreSingle score report Number of interaction work items that agents have accepted in the past hour.
    Abandoned Work Items - Last Hour Single ScoreSingle score report Number of interaction work items that agents have abandoned in the past hour.
    Average Wait Time - Last Hour Single ScoreSingle score report Average amount of time that customers have spent waiting for an agent response in the past hour.