Advanced Work Assignment - Agent Inbox question

[Dylan Armstrong]

We are looking at implementing Advanced Work Assignment for our HR department.  My question is do you have to utilize the Agent Inbox or can you just use the HR Agent Workspace like normal (ex: accessing cases assigned to you via a List)?

Thanks very much,

Dylan Armstrong

[Laveena_A]

Hi @Dylan Armstrong

Absolutely! you can work from list view also.

Make sure "Enable auto-assign work items" checkbox is selected under Assignment Rule.

[Samyuktha Reddy]

Hi Dylan, HR Workspaces includes an agent inbox that allows live agents to view and manage work items assigned to them in their inbox. If your agent working offline, they can still access available HR cases as usual from the list and complete the necessary tasks.