Exploring Advanced Work Assignment
Use Advanced Work Assignment ( AWA ) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Customers use different channels to request service, for example, chats, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items. AWA automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide.
Queues can be defined based on need or type, for example product or critical cases. You also identify the agent groups responsible for work in the queue. AWA then applies assignment rules that you set and use agent availability, capacity, skills (if defined), and shifts (if defined) to assign work to the most qualified agent.
See the following diagram to learn more about the Advanced Work Assignment process flow.
Navigate to Advanced Work Assignment > Home to start exploring AWA features.
Advanced Work Assignment components
Reassigning messaging conversations.
If you want messaging conversations to be automatically reassigned if the current Assigned To agent on the conversation isn’t available, set the glide.messaging.reassign.enabled system property to\n true. The system property only affects messaging conversations and the Assigned To agent is considered not available if the AWA Inbox status isn’t set to "Available."
- Service channels \nProvide customer support by automatically routing incoming work to agents through service channels.
- Work item queues \nIn Advanced Work Assignment , queues store a specific type of work item for a service channel.
- Work assignments \nAfter routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment pushes work to the most qualified agent using the assignment criteria that you specify.
- Agent Inbox controls \nControl certain elements of the agent experience in Agent Workspace . Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.
- Work items \nView Advanced Work Assignment work items using the Work Items menu options.