Hi @Eystein Kylland, let us know if this helps:
For better real-time monitoring than the native Work Automation view consider:
Short-term: Use the Workitem Insights Summary view - it's more feature-rich than the basic Work Automation monitoring
Medium-term: Build a custom dashboard using the Workitems Metrics Query API with auto-refresh
Long-term: Consider Analytics Add-on (A3S) if you need comprehensive historical reporting + real-time dashboards
The API approach is particularly powerful because you can display exactly what you need (workbin status, worktype metrics, etc.) without the limitations of the native UI
Workitems Metrics Query API (Recommended for Custom Dashboards)
This is the key solution for building custom dashboards or wallboards. The API endpoint is:
POST /api/v2/analytics/taskmanagement/metrics/query
Available Real-Time Metrics:
Metric Name Description
WorkitemsUnassigned = Count of unassigned workitems
WorkitemsAssigned = Count of assigned workitems
WorkitemsOverDue = Count of overdue workitems
WorkitemsDue = Count of workitems due within 24/72 hours (requires qualifier)
WorkitemsConnected = Count of connected workitems
WorkitemsParked = Count of parked workitems
WorkitemsHeld = Count of held workitems
WorkitemsIdle = Count of idle workitems
WorkitemsDisconnected = Count of disconnected workitems
WorkitemsAcdStarted = Count where ACD routing started
WorkitemsAcdExpired = Count where ACD routing expired
WorkitemsDeclined = Count of declined workitems
WorkitemOldestUnassignedd = Age of oldest unassigned workitem (milliseconds)
WorkitemOldestAssigned = Age of oldest assigned workitem (milliseconds)
Grouping Dimensions:
queueId - Group by queue
typeId - Group by workitem type (worktype)
assigneeId - Group by assignee
statusCategory - Group by status category
Example API Query for Dashboard:
POST /api/v2/analytics/taskmanagement/metrics/query
{
"metrics": [
{"name": "oWorkitemsAssigned"},
{"name": "oWorkitemsUnassigned"},
{"name": "oWorkitemsOverDue"},
{"name": "oWorkitemsDue", "qualifier": "Hours24"},
{"name": "oWorkitemsConnected"},
{"name": "oWorkitemsParked"}
],
"groupBy": ["queueId", "typeId"],
"filter": {
"predicates": [
{
"dimension": "queueId",
"value": "YOUR-QUEUE-ID"
}
]
},
"expands": ["type"]
}
Analytics Add-on
For more advanced scenarios, the Analytics Add-on (A3S) offers:
Pre-built Power BI or Tableau dashboard templates
Real-time dashboarding via Elasticsearch/Kibana
Historical data warehouse (Snowflake-based)
Custom reporting and data visualization
Scales to thousands of agents and complex queue configurations
Deploys in 1-2 weeks
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Joaquin Garcia Fink
Senior Customer Success Manager
Genesys - Employees
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Original Message:
Sent: 02-02-2026 05:03
From: Eystein Kylland
Subject: Dashboard for Workitem
Have anyone done something or find a way to display the status on workbin, worktype etc on a Dashboard. I find the real time monitoring on Work Automation not that good. Someone have made some expiernces in showing the status on wokritem except from Task List?
#Integrations
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Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
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