Advanced Work Assignment dashboard for tasks
Summarize
Summary of Advanced Work Assignment dashboard for tasks
The Advanced Work Assignment (AWA) dashboard for tasks enables managers to effectively monitor task work items to ensure agents are optimally supporting customer needs. It is part of the Performance Analytics - Content Pack - Advanced Work Assignment plugin, which requires activation via Platform Analytics Solutions for Advanced Work Assignment. This dashboard provides real-time insights into task volumes, agent workload, and assignment efficiency to help managers make informed decisions on routing and resource allocation.
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End users and roles
- AWA administrator (awaadmin): Configures the Advanced Work Assignment system to align with customer service business needs.
- AWA manager (awamanager): Identifies routing and assignment issues across service channels.
- Agent manager (sncustomerservicemanager): Oversees agents or groups, ensuring customer needs are met by monitoring agent workloads.
- Performance Analytics administrator (paadmin or paviewer): Supports business managers in leveraging Performance Analytics solutions effectively.
Use case
This dashboard provides support managers with an overview of incoming task work items and agent availability. By monitoring daily trends, managers can adjust routing criteria, agent capacity values, and other settings that influence how work is assigned to agents, optimizing workload distribution and service responsiveness.
Indicators
The dashboard includes key performance indicators measured at regular intervals to track task handling efficiency:
- New Work Items: Total tasks created today; the goal is to minimize agent task load.
- Accepted Work Items: Percentage of tasks accepted by agents.
- Auto-Assigned Work Items: Percentage of tasks assigned automatically.
- Exceeding Target Work Items: Percentage of interaction tasks exceeding target wait times.
- Timed Out Work Items: Percentage of tasks that timed out.
- Rejected Work Items: Percentage of tasks rejected by agents.
- Weekly Trends: Counts of new, exceeding target, abandoned, rejected, timed out, and auto-assigned work items over the past week.
Breakdowns
Data can be analyzed by different categories to gain deeper insights into assignment performance. Available breakdowns include:
- Service Channel
- Queue
This feature helps managers pinpoint problem areas and optimize routing strategies.
Data visualizations
The dashboard includes visual metrics such as:
- Average Task Wait Time - Last Hour: Displays the average wait time customers have experienced in the past hour before receiving an agent response, helping managers gauge service responsiveness in near real-time.
Enable managers to monitor Task [task] work items 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.
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 needs to know what agents are working on in order to make sure 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
Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior.
| Indicator | Description |
|---|---|
| New Work Items | Total number of task work items that were created today. The goal for this indicator is to minimize the amount of task work items that agents receive. |
| Accepted Work Items | Percentage of all task work items that agents have accepted. |
| Auto-Assigned Work Items | Percentage of all task work items that were automatically assigned. |
| Exceeding Target Work Items | Percentage of all interaction work items that have exceeded the target wait time. |
| Timed Out Work Items | Percentage of all interaction work items that timed out. |
| Rejected Work Items | Percentage of all interaction work items that agents have rejected. |
| Weekly Trends | Number of work items in each of the following states for the past week:
|
Breakdowns
- Service Channel
- Queue
For more information on analyzing data with breakdowns, see Using breakdowns on dashboards.
Data visualizations
| Title | Type | Description |
|---|---|---|
| Average Task Wait Time - Last Hour | Single Score |
Average amount of time in the past hour that customers have spent waiting for an agent response. |