What's New in Yokohama!

[Dexter Chan]

What's New in Yokohama

 The latest release of Yokohama introduces several exciting new features designed to enhance the agent experience and facilitate improved communication between team members.

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Prerequisites

Please see the necessary plugins and roles required for Advanced Work Assignment

 Table of Contents

• AWA Plugins
• AWA System Roles
• Agent Chat Enhancements
• Sidebar Chat Enhancements

AWA Plugins

• Required plugins:
• Advanced Work Assignment plugin (com.glide.awa)
• Agent Chat (com.glide.interaction.awa)
• Performance Analytics Content Pack – Advanced Work Assignment (com.snc.pa.awa)
• Walk-up Experience (com.snc.walkup)

• Optional plugins (for advanced or product specific routing needs):
• Advanced Work Assignment for Incidents (com.snc.incident.awa)
• Advanced Work Assignment for CSM (com.sn_csm.awa)
• Advanced Work Assignment for HRSD (com.sn_hr_awa)
• Skills Management (com.snc.skills_management)

AWA System Roles

• System roles:
• AWA administrator (awa_admin)
• AWA agent (awa_agent)
• AWA integration user (awa_integration_user)
• AWA manager (awa_manager)

Advanced Work Assignment

Resizable Chat Panel

• The Agent Chat experience has been enhanced to allow agents the ability to resize the chat panel for greater visibility and focus. Note: while the capability is in UIB, this will come later this year for Service Operations Workspace and CSM Workspace

Chat Modularity

• The Agent Chat experience has been enhanced to allow agents to place the chat box in the center or left of the workspace in order to enable greater flexibility and productivity

 External Routing using Genesys (CCaaS)

• Customers using CCaaS platforms (ex. Genesys) will be able to route work items from ServiceNow into their CCaaS routing engine using our integration specifically designed to meet performance and scalability

Sidebar Chat

Standalone Conversations

• The Sidebar experience has been enhanced to allow agents to reach out to teammates that are not specific to a record/task for greater communication

Private Conversations

• The Sidebar experience has been enhanced to allow agents to initiate conversations of a sensitive nature and invite only a select few participants

Standalone Conversations

• The Sidebar experience has been enhanced to allow agents to collaborate with teammates who use Slack without leaving ServiceNow
  

[Tom Boudreau]

AWA is such a great platform component for having assignments that just work everywhere. Love the improvements. 

[Dennis Ford]

@Dexter Chan  We have upgraded to Yokohama, and I am not seeing the changes for Resizable Chat Panel or Chat Modularity in the HR Agent Workspace.  Is there something we need to do to enable these new features?  Also, I don't see these changes mentioned in the Yokohama release notes under Features and changes by product>Conversation Interfaces release notes (or under Advanced Work Assignment).  I don't see any changes at all mentioned for Agent Chat in Yokohama.  Am I looking in the right place?  Thanks!

[Lynda1]

I feel like this was a tease article.  The chat resize and move around on the page were askes our team had years ago. I got all excited seeing this post.

There is one plugin missing, 

• Performance Analytics Content Pack – Advanced Work Assignment (com.snc.pa.awa)

I hope that is not the Plugin that gives the Chat Resize or Mobility, is it?

I tried finding these in the documentation and do not see anything mentioned.

Please tell me my hopes are not shattered and how to get those two items in the SOW.

[Dexter Chan]

Edit - after double checking, the resizable panel feature will be available at a later date since individual BUs (ie ITSM and CSM) will release the feature later this year