Advanced work assignment skill

[Man1234]

In Advanced Work Assignment (AWA), enable 'Enforce Skill Matching' and 'Enforce Mandatory Skills' in the AWA queue to ensure that tasks are assigned only to agents in the group who have the 'IT' skill."

example:

If a group have 5 persons and only two persons have only one skills "IT" how to auto assign the work only for that skill persons

Please let me know if any possible ways to auto assign the work with the skill or directly to person in group

[satyaprakas]

Hi @Man1234 ,

Please find the steps below for skill based routing

• Enable Skill Matching and Mandatory Skills in AWA Queue:

  • Go to the AWA queue configuration.

  • Enable 'Enforce Skill Matching': This ensures that tasks are only assigned to agents who have the required skills.

  • Enable 'Enforce Mandatory Skills': This ensures that the specified skill (e.g., "IT") is mandatory for task assignment.

• Assign the "IT" Skill to Agents:

  • Ensure that only the two agents in the group have the "IT" skill assigned to them. The other three agents should not have this skill.

• Configure the Work Item to Require the "IT" Skill:

  • When creating or configuring the work item (task), specify that the "IT" skill is required for assignment.

• AWA Assignment Logic:

  • AWA will automatically evaluate the skills of agents in the group.

  • Since only two agents have the "IT" skill, tasks will only be assigned to those two agents.

Regards,
Satya