okay so first of all welcome on in everyone really glad you're here we have hopefully a very exciting session for you guys at least it's exciting to me so let's get on with it now as always in addition to these live sessions we also have some additional resources for you to help you improve your virtual agent agent chat or advanced work assignment implementation um feel free to go give them a look after the session or during you know i really don't mind we will be uploading this video to youtube um you can actually view it afterwards if you want to go over anything again um i do really recommend subscribing to that servicenow community youtube page it's an incredibly helpful resource not only to find our virtual asian academy videos um that we've done in the past but there's actually a lot of good content coming out from a lot of other groups as well so feel free to bruise it at your own leisure now with that spiel done let's get into it so today we'll be looking at refining your advanced work assignment implementation using analytics so basically we'll be looking at the dashboards that are available for advanced work assignment to help you understand how your agents are operating and how to actually use that information to your advantage to update your implementation you know to kind of more streamline your um work rallying process and just to give a brief introduction i'm eliza orchard i'm now bound pm here focusing on advanced work assignment and victor's enjoying a break right now hence why i'm taking over so as always we'll spend just a brief overview on advanced work assignment and the dashboards we'll be looking at today and then we'll be going actually into an exercise um to kind of show you how they look within an actual implementation and then we'll have time for q a at the end however if you have any questions during the session please feel free to add them into the q a section on the zoom and we've got the team here ready to help answer your questions now before we get into it this is actually just a high level overview to introduce those of you who haven't used advanced work assignment before or just want a refresher you know so advanced work assignment is a routing mechanism and it's actually used to route work from a range of sources to a particular agent so these sources can be anything stemming from the task or interaction table and there's a bunch of plugins you can actually install to jump start those um implementations so some examples that we see on the left here and the service channel box you know things like requests incidents hr cases incoming chats being routed to live agents all these can be routed using advanced work assignment now what happens with advanced work assignment is work coming in from these sources are converted to work items which is a separate table used only in advanced work assignment and then they're actually placed into a particular queue based on whatever conditions you set so some examples we might have two queues for hr cases one where high priority hr cases are routed to and the other one is just for standard low priority hr cases once the work enters that queue it's then assigned to an agent based on their current availability capacity and optionally their skills if you want to add that in there um agents will be monitoring the agent workspace where they can see the incoming work and accept it project it and basically manage their work through that workspace which will be seen within that example today now with regards to actually monitoring the performance of your agents and by consequence your advanced work assignment implementation you actually have a few options the one that we really recommend is the performance analytics content pack that's available um you will need the performance analytics license and this comes with four separate dashboards which we'll be looking at today the first one that we see up there is the dashboard for interactions so interactions here are basically any work that comes from that parent interaction table so we're talking chat facebook messenger walker sms all those you can find in that interactions dashboard operations is basically a general overview looking at your advanced work assignment implementation from a high level so you're looking at server all across all service channels or queues or groups um tas focuses on those work items from the task table so incidents hr cases um anything like that and then we have messaging which is focused only on the live agent chat we'll be having a brief look at all those today in addition we actually also have a monitoring page um it's a bit more in detail and but it might serve helpful so we can actually go through that today as well awesome so hopefully i have you guys waiting with an anticipation to see what these actually look like so let's go in and let me get up sorry my little there you go awesome so the first of the dashboards we're going to look at is actually that operations dashboard that i was mentioning so this dashboard here provides you with a high level overview of you know basically your implementation as a whole so this goes across all service channels or queues everything there and what we actually can see here is information such as okay how many work items are waiting for someone to accept it right now we've got zero no one's requested anything well you can see who's online what the average wait time has been no and then it's pretty interesting because you can also see okay agents who are currently online what groups do they span what kind of service channels are they spanning so you can see we've got someone monitoring the chair cue in addition to hr cases and incidents you can also monitor to see okay who's actually online right now and what channels they're actually looking at as well so this is a view which is very very helpful for your managers and this is something really promote because this question comes up quite a bit where it's like okay if i have a manager look for this team or support agents where should they go to you know actually see what's going on and it's within this dashboard here that they can actually go and look in detail see okay who's performing who's not what cues need help um this queue manager tab is really helpful because we have those particular cues as i mentioned before with the priority hr cases and non-priority hr cases you know you can actually go look at that to see okay is anyone monitoring you know the billing support service in particular in addition to that we've got the team manager view which basically filters on advanced work assignment groups um and when we say groups these so the groups that you assign agents to to then go ahead and monitor the queue lastly we have channel owner with channel owner representing a service channel as you mentioned before which the service channel is like incidents chat hr cases so there's a number of different views you can look at to try monitoring your performance i will take a little brief break to look at the q a for a again just to see if there's anything relevant so how is timeout calculated so timeout is actually calculated by um there's a timeout period that you can set and then if a work item reaches that timeout time then it will actually be set to timeout and it will be removed from you there rejected work items um so that is an agent act you can set on a um a q level basically if an agent is able to reject or if an agent is able to reject incoming work um so they'll say reject and then they'll have to give reason so that's just a measure of you know how many agents are rejecting those work items there i see that we have a question asking to see trendline so we can actually show that next [Music] which so we'll actually go to the next dashboard now so this is um the advanced work assignment dashboard for interaction so as i mentioned earlier there's four dashboards available we just looked at the general overview one and then there's actually three essentially sub dashboards that focus in on different types of work items and right now we're looking at the one for interactions which includes things ranging from facebook messenger sms world cup and chat and this is where we can actually see performance over time so if you're familiar with the performance analytics plugin plugin that we have this is where you would actually come in here to see trends over time what you can do is select which service channel you want to use like look at in particular i'll just go for chat and we can see over time granted this is a demo instance so the data is not very great um but we have options here we go okay accepted work items we have a massive spike and that date here i'm curious to dig into it to see okay why might there have been a spike in work accepted work items so you can click into it and actually see you know in more detail what these sets look like for your implementation you can also filter based on time you know like duration zoom into details there's a lot of breakdowns you can do within this analytics hub view now if we scroll down this is a good holistic view of just seeing the weekly trends over time so you can actually go in and we've got essentially lines showing okay how many were rejected on the stay how many were abandoned how many exceeded the target that you said so the essentially the kpi that you set for someone to accept work and then also just how many work items they were in general so you can use this view to really easily describe you know what's happening over time with the agents a lot of work items being rejected are a lot just being abandoned or cancelled so this dashboard actually mirrors that of the task dashboard as well so it's just basically breaking it down per the different types of service channels so awa for tasks this relates to things such as incidents and hr cases and anything stemming from that task table we've got all the same details in here and then we have the awa for messaging dashboard as well which is the one that's particularly defined for the agent chat um you can see here i this is a test instance so i don't have all the data in here but this thing such as you know customer satisfaction which looks at the responses from the surveys and the consumer average response time and things such as abandon rates and whatnot so the last dashboard that i want to show is actually that of the um so if within your instance you can actually go and in the url type you get your instance url and then you type forward slash awa underscore stats dot d o and these are just some additional stats it's a bit more in-depth than i think your average manager will be using what average manager will be using so it's more kind of on the administrative point of view but you'll see an overview of all the channels and just a number of different kind of in-depth details such as okay um total number of queues and schedule and you know it's just really really breakdown um to see you know what your implementation actually doing awesome and i see one question which i'd like to answer now before i go into um some interpretation work so someone asks when is it when is rejected also time out so rejected is something that the agents do an agent will reject a work item timeout refers to a particular amount of time that you set um that is when there's a max wait time um that will be hit and then that item will be timed out whereas rejection is an actual work by an agent which you actually see in a second here so one thing that i did want to show is for this advanced work assignment for interactions dashboard one thing that we can kind of pay attention to is seeing that you know the rate of rejected work items is pretty high now one might interpret that is the amount of work that's coming in is too much for the agents to handle so they're having to reject the work because they can't actually handle the incoming chats because they're already working on x number of chats so we're going to go ahead and fix that by creating an overflow group so what i'm going to do here is go into the chat service channel now while it's loading i'll give you an overview so what i mean by overflow group is within a service channel we've got our cues defined we're workers rather into them and you define a particular agent group to support that so we've got an it support group all chats relating to it support we'll come into this queue waiting for an agent to fulfill them if we scroll down we see we have one group called it chat support group that's managing this queue all work that comes into this queue will be assigned to someone who's within this group however because we saw that there are high rates of rejection that means that they might be receiving too much work so we want to define an overflow group so if an agent is too busy that work can be routed to a second group at a particular time so we're going to find a new assignment eligibility record using the same agent assignment group but we're going to actually put digestion engineering group on point for that then we're going to make sure that they're eligible after that initial assignment to that group so again to reiterate what i've just done is the chats will initially be routed to the i t chat support group and you'll continue to try to route to someone within that support group for the first 30 seconds if no one's able to like accept that work item they might be too busy and rejecting it or no one might even be online at that point or it after 30 seconds what's going to happen is it's then going to attempt to be routed to the itsm engineering group so let's see how that works so what we have is so i'm on the service portal here i'm going to act as a consumer and we have two agents now if you give me a second i do have to quickly log back in is one of them awesome so we have the person on the right here is someone called britta she's the one with the blue sidebar and basically she is the one in our standard i.t chat support group and she's currently monitoring incoming work on the other side and the orange kind of chrome browser we have someone called jake who's in that itsm engineering team who we just defined to be the overflow group he's also modding the queue but he's doing other things as well because it's not his first job to manage his incoming chat requests so what we're going to do is as a user we're going to come into agent chat and also be routed to a live agent it's going to attempt to route it to brita however further is overwhelmed let's say she has a number of incidents she's working on she can't handle another incoming chat so she's going to reject it and say it's not my expertise it's not my area of expertise it might be too in detail the reason i'm selecting this over busy is but if it's busy it can be reassigned back to her that's the way that the configuration is set up within this demo instance not my expertise is set up so that it won't be sent back to her now because 30 seconds has already passed because i've been talking so much um it actually gets routed then to jake barnes who's in the itsm engineering group for him to go ahead and accept so initially it will be assigned to that first group that you define but after 30 seconds if brita hasn't accepted it um or she's had to reject it for any reason it goes back into the queue and then it can be routed to that additional overflow group as long as someone is available in there so that's a general overview of both the dashboards and the overflow group build you can actually do with an advanced work assignment and perfectly on time we have about six minutes left so let's go through some q a um okay so i see you one person asks is there any configuration to be done to see these dashboards for the config workspaces so with these both of these workspaces actually i haven't done any configuration for them um this is just the csms fsm configure workspace that comes with the plugin and this is the agent workspace you do need to assign your agent's workspace role to be able to see these workspaces in here um and you do have options to actually configure them um to your liking if you want that cross and everything in there it's pretty neat um okay let me have a look so what happens if the overflow group rejects the chat as well so if the overflow group rejects the chat as well it's really based upon your configuration so one thing that i'm not sure i explained super well was a rejection reason thing um so if we go to the reject reasons settings so basically if a user rejects a work item it's going to go back into that queue so to answer your question it goes back into the queue and then again advanced work assignment routes and tries to reassign it to another agent um however with your reject reasons and if you set it to reassignable this means that it can be reassigned back to that same agent who just rejected it so if they just say oh i'm busy if they're the only person online right now they have to answer it so you probably want to have that set to be reassignable um okay the aws stats page timed out for me um for the set page i do not believe it uses performance analytics it's not using those indicators or anything i would try potentially just going on a different browser or you know to a different instance and seeing if that's still um a problem and if it is then try raising a case um so we can look into that a bit more um i'm not sure okay see if someone if an employee closes the chat why is there no satisfaction survey so that's just something i haven't configured within my virtual agent in here but you can add like the postchat survey and then they'll kind of give you that customer satisfaction survey to use um awesome so i see there's another question saying i only have the operations interaction and interaction tasks i'm not quite sure what you mean by that is that the dashboards um if you can add another clarification in there that'll be really really helpful um because yeah with regards to that plugin you have the four dashboards that come with it um just in here and i did see there was a previous question about documentation there is um product documentation for these dashboards available um if you google the plug-in name shared at the beginning here that then they should come up um or i can actually showcase them right now because that's the final yeah so there's product documentation up here um for these dashboards that might help as well just regarding like roles and whatnot um i see there's a follow-up so i don't have the messaging dashboard i'm not too sure um what might have caused that it might be something with licensing i'd ask your account executive just to see there um anyway thank you so so so much everyone i think the q a has dried up a little bit but it was i hope it was incredibly helpful as always we'll be uploading these videos to youtube and i really really do appreciate your participation it's always fun um seeing what you guys think and just hearing your questions that was incredibly helpful so yeah i hope you all have a good day and we'll see you in two weeks for the next virtual agent academy have a good rest of your day guys