AWA- Assing HR cases to individuals based on opened for country

[Vadla Srimaan]

Hi,

We are currently implementing AWA [service channel based on HR service and Queues based on Openedfor company].

When this work item is created it should be always be assigned to a particular agent 'X' 

TIA

[Dr Atul G- LNG]

Hi @Vadla Srimaan 

When this work item is created it should be always be assigned to a particular agent 'X' 

For this, you can use either an Assignment Rule or a Data Lookup Rule.
AWA (Advanced Work Assignment) is used for dynamic assignment based on various parameters and conditions.

[Vadla Srimaan]

Hi @Dr Atul G- LNG , thanks for the quick response.

I understand we can do this using Assignment rules.

This is kind of a pilot we are doing to implement AWA. Eventually we would proceed with dynamic assignment.

So, any suggestions on utilizing AWA (may be skills or any other things) for my requirement?

[Dr Atul G- LNG]

Hi @Vadla Srimaan 

Yes, you can use AWA. The only thing is that you need to define the channel and conditions first, and then you can assign the record to the request group via AWA.