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.

Figure 1. Advanced Work Assignment dashboard for Operations
The dashboard displays indicators and reports to track agent interactions with customers.

End users and roles

End user and goalRequired 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

IndicatorDescription
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.