Queries on AWA (Advanced Work Assignment)

sreeshsurendran
Tera Guru

yesterday

Hello Everyone,

 

Wishing you all a Happy New Year!

 

I am seeking clarification regarding Advanced Work Assignment (AWA).

 

Our requirement involves agents being scheduled between 9:00 AM BST and 4:00 PM BST to assign case records. However, we have observed that records created outside this time window (before 9:00 AM BST or after 4:00 PM BST) neither appear in the AWA Work Item queue nor get assigned to an available agent.

 

Could you please confirm:

  • Will these records automatically be queued for assignment on the next scheduled day?
  • Are there any configuration settings that need to be adjusted to address this behavior?

 

Thank you for your assistance.

Regards,
Sreesh Surendran

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Ratnakar7
Mega Sage

yesterday

Hi @sreeshsurendran ,

Yes. If a work item (case, chat, incident, etc.) is created outside of an agent's scheduled working hours, AWA does not discard it. The item remains in the queue until the next time an agent becomes available and meets the routing conditions (availability, capacity, skills). At that point, AWA will automatically assign it.

Refer the document : https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/advanced-work-assi...

- Make sure agent schedules are correctly defined in AWA so the system knows when they are available.

- Verify that queues are set up to hold items until assignment conditions are met.

- Ensure agent capacity rules are aligned with expected workload so items don't remain unassigned.

 

Thanks,
Ratnakar

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