Advanced Work Assignment - pre-populate Assignment Group for AWA before letting it select Agent?

Tom Sienkiewicz
Mega Sage

‎09-21-2023 03:02 AM

hi Folks,

 

is there any way to pre-set the Assignment Group on a Task (e.g. with a script) "outside" of the normal routing done via Queues, and then basically have AWA assign the Task to an Agent from that group?

 

has anyone done something similar?

 

Thanks!

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Alex Tod1
Kilo Sage

‎09-21-2023 03:15 AM

Hi @Tom Sienkiewicz,

  I would have a question: 

  •       What does pre-set mean? (Before the record is created? On the form? If yes you can achieve this through a client script) 

     If you already have an assignment rules, don't forget to deactivate it.

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Tom Sienkiewicz
Mega Sage
In response to Alex Tod1

‎09-21-2023 11:15 PM

Hi Alex, does not matter how - CS or Business Rule or Flow... my question is more - if this is set in advance, can AWA still us the Assignment Rule to assign this task to a specific user?

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