Advanced Work Assignment dashboard for messaging
Summarize
Summary of Advanced Work Assignment dashboard for messaging
The Advanced Work Assignment (AWA) dashboard for messaging enables managers to monitor conversation-based work items, helping agents better support customer needs. Available through the Performance Analytics - Content Pack - Advanced Work Assignment plugin, this dashboard provides a comprehensive view of customer service messaging interactions and agent availability to optimize work routing and assignment.
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End users and roles
- AWA administrator (awaadmin): Configures Advanced Work Assignment to align with business needs.
- AWA manager (awamanager): Identifies issues in routing and work item assignment across channels.
- Agent manager (sncustomerservicemanager): Oversees agents or groups, ensuring customer needs are met through real-time workload visibility.
- Performance Analytics administrator (paadmin or paviewer): Supports business managers in effectively leveraging Performance Analytics solutions.
Use case
The dashboard offers support managers insights into incoming messaging work items and agent availability to handle them. By monitoring daily trends, managers can make informed decisions about adjusting routing criteria, agent capacity, and other parameters that influence how work is assigned to agents.
Key indicators and data visualizations
Indicators track essential performance metrics at regular intervals to measure business activities related to messaging work items. The dashboard features the following key indicators and visualizations, mostly presented as single score metrics:
- Abandon Rate: Percentage of conversations abandoned by the requester.
- Active Conversations: Messaging chats that are ongoing and not closed, abandoned, or cancelled.
- Unassigned Conversations: Conversations pending acceptance or queued.
- In Progress Conversations: Chats on hold, new, or actively being worked on.
- Average Wait Time - Last 24 Hours: Average time agents take to accept chats queued today.
- Consumer Average Response Time - Past Month: Average requester response time for closed conversations within the last month.
- Time To First Response - Last 24 Hours: Time taken to provide the first response for inbound messaging conversations created in the last 24 hours.
- Customer Satisfaction - Past Month: Customer satisfaction score over the previous month.
- Service Level: Measurement of service quality per service channel queue.
- Agent Presence & Capacity: Current agent presence state, channel capacity in use, maximum capacity applied, and universal capacity metrics.
- Average Handling Time - Last 24 Hours: Average duration of interactions handled in the past 24 hours.
- Agent Average Response Time - Last 24 Hours: Average agent response time over the last 24 hours.
These indicators help managers evaluate workload distribution, agent responsiveness, customer satisfaction, and overall service efficiency to optimize messaging interaction management.
Enable managers to monitor Conversation [interaction] 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 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 |
|---|---|
| Abandon Rate | Percentage of conversations that have been abandoned by the requestor. |
Data visualizations
| Title | Type | Description |
|---|---|---|
| Active Conversations | Single Score |
Agent Chat messaging conversations that are not Closed Complete or Closed Abandoned and are not cancelled. |
| Unassigned Conversations | Single Score |
Agent Chat messaging conversation that is in a pending accept or queued state. |
| In Progress Conversations | Single Score |
Agent Chat messaging conversation that is on hold, new, or work in progress. |
| Average Wait Time - Last 24 Hours | Single Score |
Average time it takes for an agent to accept a chat in the queue today. |
| Consumer Average Response Time - Past Month | Single Score |
Messaging conversation that is Closed Complete or Closed Abandoned and is assigned and the requester average response time is not empty and it was created after one month. |
| Time To First Response - Last 24 Hours | Single Score |
Inbound messaging conversation where the first response wait time is not empty and it was created after 24 hours. |
| Customer Satisfaction - Past Month | Single Score |
Customer satisfaction score over the past month |
| Service Level | Single Score |
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| Agent Presence & Capacity |
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| Average Handling Time - Last 24 Hours | Single Score |
Average time of the interactions handling duration in the last 24 hours. |
| Agent Average Response Time - Last 24 Hours | Single Score |
Average agent response time in the last 24 hours. |