From Insight to Action: Drill Down from Your Workitem Insights Dashboard
Supervisors rely on the Workitem Dashboard every day to monitor queues, track agent workloads, and stay ahead of SLA deadlines. But until now, when a metric flagged something that needed attention - say, a spike in overdue items or an unbalanced workload - you had to leave the dashboard, navigate to the Workitem List, and manually set up filters to find the actual workitems behind the number. That extra friction slows you down at the moments that matter most.
Now, key metrics on the Workitem Dashboard is a clickable link.
What's new
Click on a supported metric - unassigned workitems, items due in 24 or 72 hours, overdue counts, or agent-level assignments - and you'll land directly on a filtered Workitem List showing exactly the workitems behind that number. No manual filter setup. No context switching. The right queue, worktype, assignee, and routing state filters are applied automatically.
You can also click on an agent's name to jump straight to their individual Workitem Agent Performance view, and drill down from the Worktype Insights Dashboard in the same way.
We've also added the ability to sort by Date Created on the Workitem List, so you can quickly identify and prioritize the oldest items in your queue.
Why it matters
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React faster to SLA risk. See 13 overdue items? One click shows you exactly which ones, so you can reassign or escalate immediately.
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Balance workloads with confidence. Drill into an agent's connected, parked, or held workitems to understand what's really on their plate before redistributing work.
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Reduce time spent navigating. What used to take multiple clicks and manual filtering is now a single click from the dashboard you're already watching.
This is a small but meaningful improvement designed to keep supervisors in their flow - spending less time searching for information and more time acting on it.
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Mia Li
Principal Product Manager
Work Automation
Mia.li@genesys.com------------------------------