AWA

[Vadla Srimaan]

Hi @pavani_paluri,

Could you help me understand below queries regarding AWA
1. Does AWA work only on AWS? or would it also work on native UI like when an agent creates case. Currently we are not using AWS to full potential.

2.Can we give access to HR managers to add/manage skills to users? 

 TIA

[Raghav Sharma24 · Accepted solution]

1. AWA work on workspaces. what do you mean when you say AWS? it does not work on native UI. Any agent has to mark them online in workspace and then only they will get the notification to accept the case or incident.

Also the case could have been created from anywhere , AWA only allows the agent to accept the case from workspace.

2. Yes

[Vadla Srimaan]

HI @Raghav Sharma24 , thanks for quick response.

AWS [Agent workspace].
-Is there any option to assign the cases without giving the agents the choice to accept/reject?

If yes, then would it work on the native UI?

[Raghav Sharma24]

No, Reject option can be removed but accept is mandatory.

Thats how AWA id designed.

[Raghav Sharma24]

@Vadla Srimaan Did this resolve your query