Advanced Work Assignment and the concept of Ownership

[Tom Sienkiewicz]

Hi, I'm wondering if anyone has implemented something similar...

I want to use AWA for task routing but also there should be a rule that if an agent worked on Task A, and there is a related Task B, ideally it should go to the same Agent.

It does not seem like this is configurable OOTB in AWA, I can implement a custom logic for that, but first of all I think this poses interesting dilemmas:

- if Ownership should be the main rule, then it would overwrite any priority/wieght-based rules I might have. The risk is that more important but unrelated tasks would not get picked up in time.

- Ownership as part of the priority/score calculating rules - no good way to implement this because score is "global" meaning I cannot add extra score as this would affect all agents.

- I'm thinking about custom logic that will look at let's say the top 20 scored tasks, and will check if any available agent has worked on a related task, then assign to them. Theoretically that way, we're still making sure top priority tasks get picked up first.

Any thoughts on this from your experience? Cheers!

---- EDIT 2024 ---- For those interested in a similar concept

> We ended up not relying on Agent Affinity as this was too limiting and did not allow us to balance Ownership vs timeliness of solution in the way we needed.

Instead, we created our own assignment logic for AWA (using the "External" checkbox on Work Item Queue), which would factor in both the concept of Ownership but also how long a given task is waiting to be picked up and allowed us to set thresholds, beyond which high-prio tickets would just go to the next available person.

[Mohith Devatte · Accepted solution]

Hello @Tom Sienkiewicz ,

There is an OOB feature to assign related tasks to the agent in agent workspace via AWA .

Its called as Agent affinity .Refer the link below for more explanation on it .

Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.

Advanced Work Assignment assigns work items to agents by their availability, capacity, and skills. You can use Agent Affinity to customize this AWA assignment process and identify the agent best suited for the work item. Agent Affinity ensures that the same agent is assigned to a similar work item instead of orienting a new agent every time.

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment...

Hope this helps 

Mark the answer correct if this helps you 

Thanks

[Tom Sienkiewicz]

Thanks Mohith, I totaly forgot about this feature.