Administrators (admin or awa_admin) can monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page.

The Advanced Work Assignment Stats page displays AWA performance statistics. Administrators can access the Advanced Work Assignment Stats page by entering <instance_url>/awa_stats.do where instance_url is the base of the ServiceNow URL.

Note: The mean, median, max, and min statistics are representative of the particular node you are viewing.
Table 1. Total Agent Summary
Field Description
Agent Status Overview of agent status for all assigned agents

Channel Summaries

Table 2. Work Items
FieldDescription
Number Queued Number of work items currently queued
Number Pending Acceptance Number of work items currently pending acceptance
Number of Duplicates Number of duplicate work items (meaning same document id, usually from transfers)
Number Rejected Number of work items rejected
Current Number Meeting Channel Condition Number of work items with the channel condition met
Current Number Meeting Utilization Condition Number of work items with the current utilization condition met
Current Number Meeting Channel & Utilization Condition Number of work items meeting both channel and utilization condition
Total Work Item Count Total number of work items for the given channel
Table 3. Query Performance
FieldDescription
Max Query Response Time Maximum amount of time for the response of querying all the active and unassigned work items of a given channel
Min Query Response Time Minimum amount of time for the response of querying all the active and unassigned work items of a given channel
Mean Query Response Time Mean amount of time for the response of querying all the active and unassigned work items of a given channel
Median Query Response Time Median amount of time for the response of querying all the active and unassigned work items of a given channel
Total Query Count Total number of times the query for inactive/unassigned work items has been made for the given channel
Table 4. Record Watchers
FieldDescription
Record Watcher Entries Present True if the required record watchers for the channel exist (channel eligibility responder, work item responder, workload responder).
Number of Entries Triggered Number of times onEntry has been called on this node for the given record watcher
Number of Exits Triggered Number of times onExit has been called on this node for the given record watcher
Number of Changes Triggered Number of times onChange has been called on this node for the given record watcher
Table 5. Queues
FieldDescription
Total Number of Queues Total number of active queues for a given channel
Number of Queues in Schedule Number of queues for a given channel that are currently in schedule
Number of Queues Out of Schedule Number of queues for a given service channel that are currently out of schedule
Number of Inactive Queues Number of queues that are not marked as active
Table 6. Agents
Field Description
Agent status overview for the given channel Number of agents with this status

Channel Breakdown

Table 7. Queues
FieldDescription
In Schedule True if the queue is in schedule, false otherwise
Agents Available True if the given queue has agents available, false otherwise
Number of Agents Available Number of agents marked as available for the given queue
Number of Work Items Queued Number of work items queued for the given queue
Number of Work Items Pending Acceptance Number of work items pending acceptance for the given queue
Max Routing Time for Work Items Maximum routing time of creating a work item for a given record and assigning it to the queue
Min Routing Time for Work Items Minimum routing time of creating a work item for a given record and assigning it to the queue
Mean Routing Time for Work Items Mean routing time of creating a work item for a given record and assigning it to the queue
Median Routing Time for Work Items Median routing time of creating a work item for a given record and assigning it to the queue
Total Routing Count of Work Items Total number of work items routed to the queue from created records