Operations dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Operations dashboard

    The Operations dashboard enables managers to monitor work items across all service channels, enhancing agent support for customer needs. It is part of the Advanced Work Assignment (AWA) content pack, which must be activated via Platform Analytics Solutions for Advanced Work Assignment. This dashboard provides a comprehensive view of work items and agent availability, helping managers make informed decisions about routing and workload distribution.

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    End users and roles

    • AWA administrator (awaadmin): Configures Advanced Work Assignment according to business requirements.
    • AWA manager (awamanager): Identifies routing and assignment issues across service channels.
    • Agent manager (sncustomerservicemanager): Oversees agents and agent groups and monitors their workload to ensure customer needs are met.
    • Performance Analytics administrator (paadmin or paviewer): Supports business managers in effectively using Performance Analytics solutions.

    Use case

    Support managers use the dashboard to track incoming work items and agent availability daily. This allows them to adjust routing criteria, agent capacity, and other assignment settings to optimize how work is distributed to agents.

    Key indicators

    • New Work Items: Total interaction work items created today; the goal is to minimize these for agents.
    • Accepted Work Items: Percentage of work items accepted by agents.
    • Exceeding Target Work Items: Percentage of work items exceeding their target wait times.
    • Rejected Work Items: Percentage of work items rejected by agents.
    • Timed Out Work Items: Percentage of work items that timed out without action.
    • Weekly Trends: Weekly counts of work items categorized as New, Exceeding Target, Abandoned, Rejected, Timed Out.

    Breakdowns

    The dashboard allows analysis by various categories to better understand data trends. Managers can select breakdowns by:

    • Service Channel
    • Queue
    • Assignment Group

    Reports

    Key reports available include:

    • Accepted Work Items - Last Hour: Number of work items accepted by agents within the past hour.
    • Abandoned Work Items - Last Hour: Number of work items abandoned by customers within the past hour.
    • Average Wait Time - Last Hour: Average customer wait time for agent response during the past hour.

    Additional information

    To fully utilize this dashboard, customers should refer to resources on using Advanced analytics to access AWA dashboards and the Platform Analytics Solutions for Advanced Work Assignment. These provide guidance on activation and detailed analytics usage.

    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 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 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

    Indicator Description
    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.