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 ([Omitted image "preview-button.png"] Alt text: 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:
|
|
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
|
|
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. |
-
Select the preview button [Omitted image "preview-button.png"] Alt text: 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
|
|
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:
|
|
Summary |
Event summary. |
---
title: Check work items and AWA events
description: View a list of work items and AWA events.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-work-items-all.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Use, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---
# 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
1. Navigate to **Advanced Work Assignment** > **Work Item** > **All**.
A list of the work items appears.
2. Select the preview button \(\[Omitted image "preview-button.png"\] Alt text: Preview button\) for the work item you want to view.
3. On the Work Item dialog box, select **Open Record**.
<table id="table_lhv_3sb_3nb"><thead><tr><th>
Field
</th><th>
Definition
</th></tr></thead><tbody><tr><td>
Exceeded Queue Target Wait Time
</td><td>
Indicator that the interaction has waited longer than the target wait time of the queue.
</td></tr><tr><td>
Queue
</td><td>
Queue assigned to the task.
</td></tr><tr><td>
Assigned to
</td><td>
User assigned to the task.
</td></tr><tr><td>
Document ID
</td><td>
Document ID assigned to the task.
</td></tr><tr><td>
State
</td><td>
Status of the task:
- Accepted
- Canceled
- Pending Accept
- Queued
</td></tr><tr><td>
Active
</td><td>
Indicator of whether the task is still being worked on \(active\) or is complete.
</td></tr><tr><td>
Canceled reason
</td><td>
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.
</td></tr><tr><td>
Is Dismissed
</td><td>
Indicator of whether the task was dismissed.
</td></tr><tr><td>
Rejected
</td><td>
Task that was rejected by the agent.
</td></tr><tr><td>
Timed Out
</td><td>
Task that has exceeded the timeout specified in the assignment rule.
</td></tr><tr><td>
Assignment group
</td><td>
Group assigned to the task.
</td></tr><tr><td>
Document table
</td><td>
Document table assigned to the task.
</td></tr><tr><td>
Previous Work Item
</td><td>
Reference to a previous work item for the same Document ID.
</td></tr><tr><td>
State changed on
</td><td>
Date that the task state was most recently changed.
</td></tr><tr><td>
Allocated by
</td><td>
User who assigned the work item.
</td></tr><tr><td>
Display Name
</td><td>
Task name.
</td></tr><tr><td>
Offered on
</td><td>
Date the task was first offered to an agent.
</td></tr><tr><td>
Work Item Size
</td><td>
Amount of an agent's capacity used when this task is assigned to the agent.
</td></tr><tr><td>
Wait time
</td><td>
Length of time the task waited in the queue before being assigned.
</td></tr><tr><td>
Assignment rule
</td><td>
Rule that assigns cases that meet the matching rule criteria to a customer service agent.
</td></tr><tr><td>
Offer Count
</td><td>
Number of times the work item was offered to agents.
</td></tr></tbody>
</table>4. Scroll to the bottom of the Work Item form to view the list of the AWA Events.
5. Select the preview button \[Omitted image "preview-button.png"\] Alt text: Preview button for the AWA event you want to view.
6. On the AWA Event dialog box, select **Open Record**.
<table id="table_yk2_lmc_3nb"><thead><tr><th>
Field
</th><th>
Definition
</th></tr></thead><tbody><tr><td>
Caused By
</td><td>
User who triggered the AWA event.
</td></tr><tr><td>
Record ID
</td><td>
Interaction record ID.
</td></tr><tr><td>
Type
</td><td>
Type of AWA event:- Assignment
- Manual Assignment
- Routing
- Acceptance
- Rejection
- Cancellation
</td></tr><tr><td>
Name
</td><td>
Name of the corresponding interaction.
</td></tr><tr><td>
Channel
</td><td>
Service channel used for the AWA event.
</td></tr><tr><td>
Record table
</td><td>
Table name of document being logged.
</td></tr><tr><td>
Record Details
</td><td>
Details of the work item record.
</td></tr><tr><td>
Timestamp
</td><td>
Date and time the AWA event occurred.
</td></tr><tr><td>
Event Details
</td><td>
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.
</td></tr><tr><td>
Summary
</td><td>
Event summary.
</td></tr></tbody>
</table> The AWA Event form appears.
| title | Check work items and AWA events |
| description | View a list of work items and AWA events. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-work-items-all.html |
| release | australia |
| product | Advanced Work Assignment |
| classification | advanced-work-assignment |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | UseAdvanced Work AssignmentManage people and workConversational Interfaces |