Advanced Work Assignment dashboard for operations

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

    The Advanced Work Assignment (AWA) dashboard for Operations enables managers to oversee work items across all service channels, enhancing agent support for customer needs. It is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which requires activation for use.

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    Key Features

    • Overview Tab: Displays information across all queues, teams, and channels.
    • Queue Manager Tab: Provides overall queue information, allowing selection of specific queues from the left panel.
    • Team Manager Tab: Offers group-level insights, with group selection available on the left panel.
    • Channel Owner Tab: Shows overall channel data based on the selected service channel from a drop-down list.

    Roles and Responsibilities

    • AWA Administrator: Configures AWA to align with customer service business needs (Role: awaadmin).
    • AWA Manager: Identifies routing and assignment concerns for work items (Role: awamanager).
    • Agent Manager: Manages agents/groups and monitors their work to ensure customer needs are met (Role: sncustomerservicemanager).
    • Performance Analytics Administrator: Ensures effective use of Performance Analytics solutions by business managers (Role: paadmin or paviewer).

    Key Outcomes

    This dashboard supports managers in tracking incoming work items and agent availability, facilitating daily trend monitoring to optimize routing criteria and agent capacity settings. It includes various data visualizations such as:

    • Work Items Waiting: Pending work items.
    • Available Agents: Number of agents available to accept work.
    • Accepted Work Items (Today): Total work items accepted by agents today.
    • Average Wait Time (Today): Average time for agents to accept chats today.
    • Timed Out Work Items (Today): Work items that timed out today.
    • Rejected Work Items (Today): Work items rejected without timing out.
    • Presence State of Agents: Distribution of agents across various presence states.
    • Agent Presence & Capacity: Details on agents' current presence states and capacity usage across channels.

    Enable managers to monitor work items across all service channels 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.

    Figure 1. AWA dashboard for Operations - Overview

    The Overview tab of the Operations dashboard displays information across all queues, teams, and channels.

    Figure 2. AWA dashboard for Operations - Queue Manager

    The Queue Manager tab of the Operations dashboard displays overall queue information. You can select the queue you want to look at from the left-hand panel.

    Figure 3. AWA dashboard for Operations - Team Manager

    The Team Manager tab of the Operations dashboard displays information at a group level. You can select the group you want to look at from the left-hand panel.

    Figure 4. AWA dashboard for Operations - Channel Owner

    The Channel Owner tab of the Operations dashboard displays overall channel data, depending on the service channel you select from the drop-down list.

    End users and roles

    End user and goal Required role
    AWA administrator: Configures AWA 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 wants to know what agents are working on to make sure that 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.

    Breakdowns

    Breakdowns divide information into different categories. 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
    Work Items Waiting Single ScoreSingle score report Work items that are pending accept or queued.
    Available Agents Single ScoreSingle score report Number of agents that are available.
    Accepted Work Items (Today) Single ScoreSingle score report Number of operation work items that agents accepted today. This includes auto-assigned work items that are accepted.
    Average Wait Time (Today) Single ScoreSingle score report Average time it takes for an agent to accept a chat in the queue today.
    Timed out Work Items (Today) Single ScoreSingle score report Work items that have timed out today.
    Rejected Work Items (Today) Single ScoreSingle score report Work items that were rejected but not timed out.
    Presence State of Agents Distribution of agents across different presence states.
    Agent Presence & Capacity Count and list of agents in an assignment group with their current presence state, time since the user entered in the current presence state, and capacity in use for each channel.
    • Agent
    • Current presence state
    • Updated
    • Channel
    • Capacity in use
    • Applied Max Capacity
    • Universal Capacity In Use
    • Max Universal Capacity