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-based work items in real time, helping agents better support customer needs. It is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin. Managers gain insights into work item routing, agent availability, and overall service performance, supporting data-driven adjustments to optimize customer service operations.
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End Users and Roles
- AWA Administrator (awaadmin): Configures AWA settings to align with business needs.
- AWA Manager (awamanager): Identifies routing and assignment issues across service channels.
- Agent Manager (sncustomerservicemanager): Oversees agents and ensures customer needs are met by monitoring agent workload.
- Performance Analytics Administrator (paadmin or paviewer): Supports business managers in effectively using Performance Analytics solutions.
Use Case
This dashboard provides support managers with a comprehensive overview of incoming messaging work items and agent availability. By monitoring daily trends, managers can make informed decisions about routing criteria, agent capacity settings, and other distribution parameters to optimize workload and service quality.
Key Indicators and Data Visualizations
The dashboard presents several single-score indicators that measure performance and operational metrics:
- Abandon Rate: Percentage of conversations abandoned by the requester.
- Active Conversations: Number of ongoing chat conversations not closed or canceled.
- Unassigned Conversations: Conversations pending acceptance or queued.
- In Progress Conversations: Conversations on hold, new, or in progress.
- Average Wait Time (Last 24 Hours): Average time for agents to accept queued chats.
- Consumer Average Response Time (Past Month): Average requester response time for closed conversations.
- Time To First Response (Last 24 Hours): Time taken for the first agent response on inbound conversations.
- Customer Satisfaction (Past Month): Customer satisfaction score over the last month.
- Service Level: Performance of service channels and queues.
- Agent Presence & Capacity: Current agent states, channel capacity usage, and maximum capacity settings.
- Average Handling Time (Last 24 Hours): Average duration of interactions handled.
- Agent Average Response Time (Last 24 Hours): Average agent response time within the last day.
These indicators help managers track workload distribution, agent responsiveness, service quality, and operational efficiency in messaging channels.
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. |