Auto-accept in Advanced work Assignment

[Dom G]

In AWA, in order to have work items automatically accepted, to not depend on the agent to accept the work item, I've implemented a business rule, if the state is "pending Accept", to  set the state to "accepted". But something strange seems to be happening. Every time a task comes into the queue, it gets offered to two agents, simultaneously. The task, then becomes accepted ( via the business rules) by both agents, but actually only becomes assigned to one of the two agents. The real problem is the this is breaking the assignment rule, which I have set to "last assigned". Any ideas on this?

[Dom G]

Hi Andrei,

I'd appreciate it if you'd share your flow in Flow design

[Preet Kaur]

Hi Andrei ,

Can you please provide your solution.

[Juliana8]

Hello 

Can you show the flow you build for this? It would help me a lot. thank you 

[Eric Merkle]

Hi All, 

We are planning on this feature being OOB in a future release. If anyone has a few min. to spend in a discussion.  I would like to understand how this custom way has been working for you and what gaps you still have. 

Thanks. 

Eric Merkle

[GV Jan Moser]

@Dom G I understand how to auto-accept the workitem. But what I don't understand - how did you do that the auto-accepted work item triggers Agent Workspace to open the Interaction in the new tab as it does when you clicks on "Accept" manually?

@Eric Merkle Any news regarding the auto-acceptance via OOB solution?

Thanks to both of you.

Jan