AWA Shift Based Assignment

Avik Dasgupta · ‎03-08-2022

Hi All,

I am planning to implement shift based assignment for CSM agents. I see that we have a Workforce Assignment Module to create shifts for customers and then have auto assignment rules to route cases wrt shifts. However I have the following questions :-

1. Workforce optimization brings in a lot of things to manage, eg - Manager workspace, shift roles etc. Do we have anything simpler / traditional to implement shifts for the agents.

2. Our requirement is to enable this for only some specific groups . Is there a way to configure AWA for specific CSM groups.

Thanks,

Avik

Community Alums · ‎03-08-2022

Hi @Avik Dasgupta ,

As a best practice you should use this doc and implement:

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment/task/awa-create-assignment-rule.html

About the traditional ways , i don't think i could recommend any other methods apart from the above.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

Avik Dasgupta · ‎03-09-2022

Hi Sandeep,

Thanks for the reply. Could you please confirm if Workforce Optimization is the only OOB way forward to manage Shifts for agents ?

Thanks,

Avik

Community Alums · ‎03-09-2022

Yes that's correct as OOB.

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep