---
sourceDocument: Zurich Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Check work items and AWA events

# Check work items and AWA events {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

View a list of work items and AWA events.

## Before you begin

Role required: awa_admin or admin

## Procedure

1. Navigate to Advanced Work AssignmentWork ItemAll.  
   A list of the work items appears.
2. Select the preview button (![Preview button]()) for the work item you want to view.
3. On the Work Item dialog box, select Open Record.  
   {#awa-work-items-all__table_lhv_3sb_3nb__entry__2}

   | Field | Definition |
   |-|-|
   | Exceeded Queue Target Wait Time | Indicator that the interaction has waited longer than the target wait time of the queue. |
   | Queue | Queue assigned to the task. |
   | Assigned to | User assigned to the task. |
   | Document ID | Document ID assigned to the task. |
   | State | Status of the task: * Accepted * Canceled * Pending Accept * Queued {#awa-work-items-all__ul_mhv_3sb_3nb} |
   | Active | Indicator of whether the task is still being worked on (active) or is complete. |
   | Canceled reason | Reason the task was canceled: * Disqualified from service channel * Manually assigned * Time out * Transfer was canceled or rejected {#awa-work-items-all__ul_nhv_3sb_3nb} Note: Work items may be canceled if all agents remain at full capacity for the entire interaction. |
   | Is Dismissed | Indicator of whether the task was dismissed. |
   | Rejected | Task that was rejected by the agent. |
   | Timed Out | Task that has exceeded the timeout specified in the assignment rule. |
   | Assignment group | Group assigned to the task. |
   | Document table | Document table assigned to the task. |
   | Previous Work Item | Reference to a previous work item for the same Document ID. |
   | State changed on | Date that the task state was most recently changed. |
   | Allocated by | User who assigned the work item. |
   | Display Name | Task name. |
   | Offered on | Date the task was first offered to an agent. |
   | Work Item Size | Amount of an agent's capacity used when this task is assigned to the agent. |
   | Wait time | Length of time the task waited in the queue before being assigned. |
   | Assignment rule | Rule that assigns cases that meet the matching rule criteria to a customer service agent. |
   | Offer Count | Number of times the work item was offered to agents. |
   [Table 1. Work Item form]

   {#awa-work-items-all__table_lhv_3sb_3nb}
4. Scroll to the bottom of the Work Item form to view the list of the AWA Events.
5. Select the preview button ![Preview button]() for the AWA event you want to view.
6. On the AWA Event dialog box, select Open Record.  
   {#awa-work-items-all__table_yk2_lmc_3nb__entry__2}

   | Field | Definition |
   |-|-|
   | Caused By | User who triggered the AWA event. |
   | Record ID | Interaction record ID. |
   | Type | Type of AWA event: * Assignment * Manual Assignment * Routing * Acceptance * Rejection * Cancellation {#awa-work-items-all__ul_cws_2zx_pnb} |
   | Name | Name of the corresponding interaction. |
   | Channel | Service channel used for the AWA event. |
   | Record table | Table name of document being logged. |
   | Record Details | Details of the work item record. |
   | Timestamp | Date and time the AWA event occurred. |
   | Event Details | Details about the AWA event: * Routing event - details of the queue that was selected. * Assignment event - details about which agent was selected and which eligibility pools were considered. These details include a listing of all candidate agents that were considered from each pool and a summary of which agents were filtered from consideration. * Rejection events - details about the user who rejected the item and the reason. * Manual assignments - details about the manager making the assignment, the previous and new agents, and the previous work item (if there is one). * Cancellation events - no additional details. {#awa-work-items-all__ul_bwg_kd3_3nb} |
   | Summary | Event summary. |
   [Table 2. AWA Event form]

   {#awa-work-items-all__table_yk2_lmc_3nb}  
   The AWA Event form appears.

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