AWA

[Ravi41]

In OOB AWA  cases are routed to agents based on created time.

If  we create a reference field on task_sla table for Case  and then use the dot walked field on breach time in AWA, will it cause any performance issue.

Our aim is to assign the cases which is about to breach than based on case creation time

[Tanushree Maiti]

Hi @Ravi41 

In AWA routing conditions, dot-walking is not inherently detrimental to performance. However, excessive use of complex dot-walked conditions in dynamic, real-time routing scenarios can increase processing overhead. Each dot-walk may require additional database lookups across related tables whenever a work item is evaluated for assignment.

While the impact may be negligible in low-volume environments, heavy reliance on dot-walking can introduce latency during peak processing periods. To maintain efficient and responsive routing, it is generally considered a best practice to keep assignment conditions as simple as possible and avoid unnecessary cross-table queries where feasible.

Instead of creating custom SLA-related fields, consider leveraging AWA's native capabilities. AWA supports Work Item Prioritization based on factors such as Case Priority and SLA percentage consumed. This allows cases that are approaching their SLA breach threshold to be automatically prioritized and moved to the front of the agent queue.

Using out-of-the-box prioritization reduces customization, simplifies maintenance, and ensures that time-sensitive cases receive attention before SLA violations occur.

Refer: https://www.servicenow.com/community/developer-forum/awa-capacity-question/m-p/3124520

[Anurag Tripathi]

HI,

In my opinion, Adding a new field on task_sla is a huge tech debt for this use case.

Also , cases about to breach sla and created (oldest), is the same thing of am I missing something. Oldest created ticket would breach SLA first , right?