Advanced Work Assignment to re-assign an item

[Howard Baker]

I have Advanced Work Assignment configured and working great. I now have a requirement to reassign open items when the agent goes offline. Is there a way to configure AWA to accomplish this?

[Community Alums]

Hi @Howard Baker ,

If the agent goes offline without first clearing their inbox, then that item will remain in their inbox. To avoid this issue, either:

• Set the timeout period in the assignment rule (awa_assignment_rule) to reassign the work item to a different agent once breached.
• Set the Max Wait Time in the queue to cancel the work item if the time limit is breached.

[Howard Baker · Accepted solution]

Thanks Sandeep. I was looking for a way to re-assign items that have already been accepted, so no longer in the agent's inbox.

I figured out how to accomplish this. I set the condition on the channel to "Assigned to is empty", then created a business rule. When agent availability (table is agent_presence) changes to "Offline", it will query all open cases assigned to the agent and update the assigned to to empty. The AWA channel will then process the case again for assignment.

[ldave]

Hi Howard, sorry to bother you on an old topic, but I tried to do the same:
I have a br that when an agent goes offline (awa_agent_presence table) then looks into the awa_work_item table for interactions that have been assigned to the agent and not yet accepted (state = pending accept) and empties the assigned to plus changes the status to queued.

The issue I'm facing is that the interaction gets correctly removed from the offline agent queue, but it also get reassigned seconds later, to the same offline agent! Even if there is another suitable agent online.

How did you prevent this?

Thanks a lot.

[Howard Baker]

I don't have access to that instance anymore, but I believe you need to un-assign the ticket (case or incident), rather than the work item. If the ticket is already assigned to someone when the auto-assignment runs, it will assign the work item to the same user as the ticket.