Advanced Work Assignment dashboard for operations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Advanced Work Assignment dashboard for operations

    The Advanced Work Assignment (AWA) dashboard for operations equips managers with comprehensive visibility into work items across all service channels. This enables more effective agent support for customer needs by monitoring work distribution and agent availability in real-time. The dashboard is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which must be activated to use these features.

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    Dashboard Tabs

    • Overview Tab: Presents aggregated data across all queues, teams, and channels, offering a high-level operational view.
    • Queue Manager Tab: Displays detailed information about specific queues, selectable from a panel for granular queue analysis.
    • Team Manager Tab: Focuses on group-level data, allowing managers to select and evaluate performance metrics for individual teams.
    • Channel Owner Tab: Provides data segmented by service channels, with a drop-down menu to select the desired channel for review.

    Roles and Responsibilities

    • AWA Administrator (awaadmin): Configures the AWA system to align with organizational customer service needs.
    • AWA Manager (awamanager): Identifies routing and assignment issues across service channels to optimize work distribution.
    • Agent Manager (sncustomerservicemanager): Oversees agents or groups, ensuring customer demands are effectively met by monitoring agent workloads.
    • Performance Analytics Administrator (paadmin or paviewer): Facilitates effective use of the Performance Analytics solutions by business managers.

    Use Case

    This dashboard helps support managers track incoming work items alongside agent availability, enabling data-driven decisions on routing criteria, agent capacity, and other operational settings to improve work assignment efficiency.

    Data Breakdowns

    Data can be segmented by different categories to facilitate detailed analysis, primarily by:

    • Service Channel
    • Queue

    Selecting breakdowns from the dashboard menu allows managers to tailor insights to specific operational segments.

    Key Data Visualizations

    • Work Items Waiting: Counts of pending or queued work items awaiting agent acceptance.
    • Available Agents: Number of agents currently available to take on work.
    • Accepted Work Items (Today): Total work items accepted by agents during the day, including auto-assigned tasks.
    • Average Wait Time (Today): Mean time taken for agents to accept chats from the queue.
    • Timed Out Work Items (Today): Work items that were not accepted within the allowed timeframe.
    • Rejected Work Items (Today): Work items rejected by agents but not timed out.
    • Presence State of Agents: Distribution of agents across various presence states (e.g., available, busy).
    • Agent Presence & Capacity: Detailed listing of agents’ current presence state, duration in that state, and channel-specific capacity usage relative to maximum allowed capacity.

    These visualizations enable managers to monitor operational performance and agent workload effectively, facilitating timely interventions to maintain optimal service levels.

    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 Performance Analytics - Content Pack - Advanced Work Assignment plugin. For information on activating the content pack, see Platform Analytics Solutions for Advanced Work Assignment.

    Figure 1. AWA dashboard for Operations - Overview

    The Overview tab of the Operations dashboard displays information across all queues, teams, and channels.

    The overview tab of the dashboard displays indicators and reports to track agent operations with customers.
    Figure 2. AWA dashboard for Operations - Queue Manager

    The Queue Manager tab of the Operations dashboard displays overall queue information. You can select the queue you want to look at from the left-hand panel.

    The queue manager tab of the dashboard displays indicators and reports to track agent operations with customers.
    Figure 3. AWA dashboard for Operations - Team Manager

    The Team Manager tab of the Operations dashboard displays information at a group level. You can select the group you want to look at from the left-hand panel.

    The team manager tab of the dashboard displays indicators and reports to track agent operations with customers.
    Figure 4. AWA dashboard for Operations - Channel Owner

    The Channel Owner tab of the Operations dashboard displays overall channel data, depending on the service channel you select from the drop-down list.

    The channel owner tab of the dashboard displays indicators and reports to track agent operations with customers.

    End users and roles

    End user and goal Required role
    AWA administrator: Configures AWA 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.

    Breakdowns

    Breakdowns divide information into different categories. To analyze data according to different categories, select a breakdown from the dashboard menu:
    • Service Channel
    • Queue

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

    Data visualizations

    Title Type Description
    Work Items Waiting Single ScoreSingle score report Work items that are pending accept or queued.
    Available Agents Single ScoreSingle score report Number of agents that are available.
    Accepted Work Items (Today) Single ScoreSingle score report Number of operation work items that agents accepted today. This includes auto-assigned work items that are accepted.
    Average Wait Time (Today) Single ScoreSingle score report Average time it takes for an agent to accept a chat in the queue today.
    Timed out Work Items (Today) Single ScoreSingle score report Work items that have timed out today.
    Rejected Work Items (Today) Single ScoreSingle score report Work items that were rejected but not timed out.
    Presence State of Agents Distribution of agents across different presence states.
    Agent Presence & Capacity Count and list of agents in an assignment group with their current presence state, time since the user entered in the current presence state, and capacity in use for each channel.
    • Agent
    • Current presence state
    • Updated
    • Channel
    • Capacity in use
    • Applied Max Capacity
    • Universal Capacity In Use
    • Max Universal Capacity