Advanced Work Assignment dashboard for tasks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Advanced Work Assignment dashboard for tasks

    The Advanced Work Assignment (AWA) dashboard for tasks enables managers to monitor task work items in real time, helping agent teams better support customer needs. Available through the Performance Analytics - Content Pack - Advanced Work Assignment plugin, this dashboard provides insights into workload distribution, agent availability, and performance trends to optimize work routing and assignment.

    Show full answer Show less

    End users and roles

    • AWA administrator (awaadmin): Configures Advanced Work Assignment settings to align with business requirements.
    • AWA manager (awamanager): Identifies routing and assignment issues across service channels.
    • Agent manager (sncustomerservicemanager): Oversees agents or groups, monitoring their workloads to ensure customer needs are met.
    • Performance Analytics administrator (paadmin or paviewer): Supports business managers in utilizing Performance Analytics solutions effectively.

    Use case

    This dashboard gives support managers a comprehensive view of incoming task work items and agent availability, allowing them to track daily trends. Managers can then adjust routing criteria, agent capacity, and other configurations to improve how work is assigned and handled.

    Indicators

    The dashboard presents key performance indicators measured at regular intervals to track task assignment efficiency and agent responsiveness:

    • New Work Items: Total task work items created today, with a goal to minimize agent workload.
    • Accepted Work Items: Percentage of tasks accepted by agents.
    • Auto-Assigned Work Items: Percentage of tasks automatically assigned to agents.
    • Exceeding Target Work Items: Percentage of tasks exceeding the target wait time.
    • Timed Out Work Items: Percentage of tasks that timed out without agent action.
    • Rejected Work Items: Percentage of tasks rejected by agents.
    • Weekly Trends: Counts of work items by state (New, Exceeding Target, Abandoned, Rejected, Timed Out, Auto-Assigned) over the past week.

    Breakdowns

    To analyze performance by category, managers can filter data by:

    • Service Channel
    • Queue

    This enables targeted insights into work distribution and agent performance across different channels or queues.

    Data visualizations

    The dashboard includes visual metrics such as:

    • Average Task Wait Time - Last Hour (Single Score): Displays the average customer wait time for agent response over the past hour, supporting timely adjustments to improve service levels.

    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.

    Figure 1. AWA dashboard for Tasks
    The dashboard displays indicators and reports to track agent tasks 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 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:
    • New
    • Exceeding Target
    • Abandoned
    • Rejected
    • Timed Out
    • Auto-Assigned

    Breakdowns

    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
    Average Task Wait Time - Last Hour Single ScoreSingle score report Average amount of time in the past hour that customers have spent waiting for an agent response.