Check work items and AWA events
View a list of work items and AWA events.
Before you begin
Role required: awa_admin or admin
Procedure
Navigate to Advanced Work Assignment > Work Item > All.
A list of the work items appears.
Select the preview button (
Image omitted: preview-button.png
Preview button\) for the work item you want to view.
Preview button\) for the work item you want to view.
- On the Work Item dialog box, select Open Record.
| Field | Definition |
|---|---|
| Exceeded Queue Target Wait Time | Indicator that the interaction has waited longer than the target wait time of the queue. |
| Queue | Queue assigned to the task. |
| Assigned to | User assigned to the task. |
| Document ID | Document ID assigned to the task. |
| State | Status of the task: - Accepted - Canceled - Pending Accept - Queued |
| Active | Indicator of whether the task is still being worked on \(active\) or is complete. |
| Canceled reason | Reason the task was canceled: - Disqualified from service channel - Manually assigned - Time out - Transfer was canceled or rejected Note: Work items may be canceled if all agents remain at full capacity for the entire interaction. |
| Is Dismissed | Indicator of whether the task was dismissed. |
| Rejected | Task that was rejected by the agent. |
| Timed Out | Task that has exceeded the timeout specified in the assignment rule. |
| Assignment group | Group assigned to the task. |
| Document table | Document table assigned to the task. |
| Previous Work Item | Reference to a previous work item for the same Document ID. |
| State changed on | Date that the task state was most recently changed. |
| Allocated by | User who assigned the work item. |
| Display Name | Task name. |
| Offered on | Date the task was first offered to an agent. |
| Work Item Size | Amount of an agent's capacity used when this task is assigned to the agent. |
| Wait time | Length of time the task waited in the queue before being assigned. |
| Assignment rule | Rule that assigns cases that meet the matching rule criteria to a customer service agent. |
| Offer Count | Number of times the work item was offered to agents. |
Scroll to the bottom of the Work Item form to view the list of the AWA Events.
Select the preview button
Image omitted: preview-button.png
Preview button for the AWA event you want to view.
Preview button for the AWA event you want to view.
- On the AWA Event dialog box, select Open Record.
| Field | Definition |
|---|---|
| Caused By | User who triggered the AWA event. |
| Record ID | Interaction record ID. |
| Type | Type of AWA event:- Assignment - Manual Assignment - Routing - Acceptance - Rejection - Cancellation |
| Name | Name of the corresponding interaction. |
| Channel | Service channel used for the AWA event. |
| Record table | Table name of document being logged. |
| Record Details | Details of the work item record. |
| Timestamp | Date and time the AWA event occurred. |
| Event Details | Details about the AWA event: - Routing event - details of the queue that was selected. - Assignment event - details about which agent was selected and which eligibility pools were considered. These details include a listing of all candidate agents that were considered from each pool and a summary of which agents were filtered from consideration. - Rejection events - details about the user who rejected the item and the reason. - Manual assignments - details about the manager making the assignment, the previous and new agents, and the previous work item \(if there is one\). - Cancellation events - no additional details. |
| Summary | Event summary. |
The AWA Event form appears.