Advanced Work Assignment dashboard for tasks
Summarize
Summary of Advanced Work Assignment dashboard for tasks
The Advanced Work Assignment (AWA) dashboard for tasks enables managers to monitor task work items efficiently, ensuring agents can better support customer needs. This dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin. It helps managers track incoming work items and agent availability to optimize routing criteria, agent capacity, and other assignment settings.
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End Users and Roles
- AWA Administrator (awaadmin): Configures Advanced Work Assignment to align with customer service business needs.
- AWA Manager (awamanager): Identifies routing and assignment issues across service channels.
- Agent Manager (sncustomerservicemanager): Oversees agents or groups to ensure customer needs are met.
- Performance Analytics Administrator (paadmin or paviewer): Supports managers in utilizing Performance Analytics solutions effectively.
Use Case
Support managers use the dashboard to gain insights into daily work item trends and agent workloads. This enables informed decisions about adjusting routing settings and agent capacity to improve task assignment and customer service efficiency.
Indicators
The dashboard features key performance indicators measured regularly to track task assignment performance:
- New Work Items: Total tasks created today; goal is to minimize agent overload.
- Accepted Work Items: Percentage of tasks accepted by agents.
- Auto-Assigned Work Items: Percentage of tasks assigned automatically.
- Exceeding Target Work Items: Percentage of tasks exceeding target wait times.
- Timed Out Work Items: Percentage of tasks that timed out without agent response.
- Rejected Work Items: Percentage of tasks rejected by agents.
- Weekly Trends: Counts of work items in various states (New, Exceeding Target, Abandoned, Rejected, Timed Out, Auto-Assigned) over the past week.
Breakdowns
Data can be analyzed by selecting breakdowns such as Service Channel or Queue from the dashboard menu, allowing focused insights into specific categories.
Data Visualizations
The dashboard includes visual elements like the Average Task Wait Time - Last Hour, which shows the average customer wait time for agent responses in the past hour, helping managers gauge real-time service efficiency.
Enable managers to monitor Task [task] 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 in order 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 task work items that were created today. The goal for this indicator is to minimize the amount of task work items that agents receive. |
| Accepted Work Items | Percentage of all task work items that agents have accepted. |
| Auto-Assigned Work Items | Percentage of all task work items that were automatically assigned. |
| Exceeding Target Work Items | Percentage of all interaction work items that have exceeded the target wait time. |
| Timed Out Work Items | Percentage of all interaction work items that timed out. |
| Rejected Work Items | Percentage of all interaction work items that agents have rejected. |
| 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 |
|---|---|---|
| Average Task Wait Time - Last Hour | Single Score |
Average amount of time in the past hour that customers have spent waiting for an agent response. |