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The Ongoing work items report lists all open and active state work items that have been modified in the past 24 hours or today per time zone setting. Content can be filtered by modifed on, queue, agent, work item status, work item skill, and time zone.
This report is specifically for real-time tracking of recent cases or records. In this view, you can easily identify work items that are created but aren't assigned to a customer service representative (service representative or representative). It can help you ensure that all new work items that need attention are triaged. Work items can be assigned, transferred, or removed from within the dashboard.
For longer time periods, you can use the backlog work items report.
| KPIs | Description |
|---|---|
| Subject | Case or record title. |
| Queue | Queue that the work item is routed to. |
| Status | Open or active, where open hasn't been assigned to a service representative. |
| Work item age | Time in days since case or record was created. |
| Agent name | The service representative the work item is assigned to. |
| Created on | Date and time stamp of when the work item was created. |
| Case | Unique number ID of conversation linked case record. |
| Priority | Priority of conversation linked case record. |
When a list item is selected, it can be assigned to a service representative, transferred to another queue, or removed.
Note
When a work item is transferred to a different queue, it can affect automatic assignment since the criteria for assignment doesn’t change upon transfer. In scenarios of push (automatic assignment), supervisors need to ensure that the destination queue has users who meet the criteria for work item assignment.
Remove closes the work item (conversation) but not the case.
When you assign or transfer a selected work item, an assign or transfer conversation dialog appears. This dialog allows you to identify the best-matching representative or queue (assign only) for the activity, by displaying a list of matching representatives with availability, capacity, and skill proficiency match.
Related information
Manage real-time analytics for record routing
Overview of real-time analytics for record routing
Summary report
Queue report
Agent report
Backlog work items report