Operations dashboard

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

    The Operations Dashboard enables managers to monitor work items across all service channels, enhancing agent support for customer needs. It is part of the Advanced Work Assignment content pack, which can be activated through Platform Analytics Solutions for Advanced Work Assignment.

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    End Users and Roles

    • AWA Administrator: Configures Advanced Work Assignment to align with customer service business needs. (Role: awaadmin)
    • AWA Manager: Identifies concerns regarding routing and assignment of work items across service channels. (Role: awamanager)
    • Agent Manager: Oversees agents or agent groups, ensuring customer needs are met. (Role: sncustomerservicemanager)
    • Performance Analytics Administrator: Ensures effective use of Performance Analytics solutions by business managers. (Role: paadmin or paviewer)

    Use Case

    This dashboard provides support managers with an overview of incoming work items and agent availability, allowing them to monitor daily trends for potential adjustments in routing criteria and agent capacity values.

    Indicators

    • New Work Items: Total number of interaction work items created today; goal is to minimize this number.
    • Accepted Work Items: Percentage of interaction work items accepted by agents.
    • Exceeding Target Work Items: Percentage of work items that exceed the target wait time.
    • Rejected Work Items: Percentage of interaction work items rejected by agents.
    • Timed Out Work Items: Percentage of interaction work items that timed out.
    • Weekly Trends: Number of work items in states such as New, Exceeding Target, Abandoned, Rejected, Timed Out, over the past week.

    Breakdowns

    Users can analyze data using different breakdowns available in the dashboard menu, including Service Channel and Queue Assignment Group. More information can be found in the section on using breakdowns on dashboards.

    Reports

    • Accepted Work Items - Last Hour: Displays the number of interaction work items accepted by agents in the past hour.
    • Abandoned Work Items - Last Hour: Shows the number of interaction work items abandoned in the past hour.
    • Average Wait Time - Last Hour: Indicates the average wait time for customers before receiving agent responses in the past hour.

    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 Advanced Work Assignment content pack. 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 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.

    Indicators

    Indicator Description
    New Work Items Total number of interaction 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 interaction work items that agents have accepted.
    Exceeding Target Work Items Percentage of interaction work items that have exceeded the target wait time.
    Rejected Work Items Percentage of interaction work items that agents have rejected.
    Timed Out Work Items Percentage of interaction work items that timed out.
    Weekly Trends Number of work items in each of the following states for the past week:
    • New
    • Exceeding Target
    • Abandoned
    • Rejected
    • Timed Out

    Breakdowns

    To analyze data according to different categories, select a breakdown from the dashboard menu:
    • Service Channel
    • Queue
    • Assignment Group

    For more information on analyzing data with breakdowns, see Using breakdowns on dashboards.

    Reports

    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.