How to assign the users based on thier user data - AWA

[Ansuha Chipuri]

Hi Everyone,

We are recently working with AWA, we have the below scenario

1. The request is auto populated with assignment group name "Group1" immediately after the request is created.

2.  we need to assign the request which has the priority 1 to only a set of users of Group 1 how were having the designation "Senior Analyst"

we need to assign the request which has the priority 2 to only a set of users of Group 1 how were having the designation "Junior Analyst".

Here we have tried created below

1. Group2 - Set of users of Senior analyst

2. Group3 - Set of users of Junior analyst

3. Group 1 - Users part of Group1 and Group2

4. Queue1 has the assignment eligibility mapped to Group2

5. Queue2 has the assignment eligibility mapped to Group3

When we create the request Assignment group is populated with "Group1", once the agent accepts the request of priority1 the assignment Group is changed from Group1 to Group2. Here we don't want to change the assignment group and we still need to keep it as Group1 even after the agent is assigned.

Any suggestion how we can resolve this?

[SumanthDosapati]

@Ansuha Chipuri 

You need to check from where the assignment group is getting changed from 1 to 2 and disable that or update it accordingly.

Regards,

Sumanth

[Ansuha Chipuri]

@SumanthDosapati Its getting auto updated with OOB solution of AWA, when agent accepts the request

[SumanthDosapati]

If it is via AWA, did you try increasing/decreasing the order of the queue?