View a list of work items and AWA events.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to Advanced Work Assignment > Work Item > All.
    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.
    Table 1. Work Item form
    FieldDefinition
    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
    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
    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.
  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.
    Table 2. AWA Event form
    FieldDefinition
    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
    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.
    Summary Event summary.
    The AWA Event form appears.