AWA and Skill based routing

[Nenad Berbatovi]

Hello,

I configured 3 skill levels for MS Outlookk:

- Low:  value 1

- Medium:  level 5

- Expert:  level 10

And I configured AWA based on these skills, for self-service channel.

I assigned MS Outlook Low skill to one of agents and Expert skill to another one. 

When a Case is created via self-service channel, I can see in task_m2m_skill table 2 lines for the same Case: one for Low skill and another one for Expert skill. Both agents are available, have the capacity, and ready go accept the work. But, my Case remains unassigned. AWA is configured to automatically assign the Case when an agent is available and has the capacity, I do not wait for agent to accept the work. 

Can someone explain me why I have this behavior? I can not find appropriate documents which explain in  details how to configure what I would like to achieve.

Best regards

[Community Alums]

Hi @Nenad Berbatovi ,

This article and video in it will explain the steps, just check if you have missed anything :

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...

[Sharanya Hegde2]

Hi @Nenad Berbatovi,

Have you configured the Presence state to include these newly created service channels?

If not, the procedure would be

1. Advanced Work Assignment > Presence States > Available.

2. Select the new service channels and move it from Available to Selected. Also select the checkbox "Apply to all groups".

3. Test the assignment again.

Kindly upvote the response if it helped 🙂

Thanks!

Sharanya

[teduard]

Hi Nenad,
Experiencing the same behavior.
Where you able to find a solution to this?

[Nenad Berbatovi]

Hi,

Non, I was not able to find a solution. 😞

Nenad