FSM Workspace - AWA

[Nidhin Mohan]

Team,

Good Day.

Need help in understanding the availability of AWA with FSM Workspace.

if "Yes" -> How to implement AWA within FSM Workspace.

Thanks in Advance.

BR,

Nidhin Mohan

[Nidhin Mohan]

Hi Atul,

Sure will check and keep you posted. Thanks!

[Supriya Mane]

Hi 

• The default capacity for all Service Channel queues related to Complaints should be set to “5”, aligned with the updated value.

• If Agent A is available and has not been assigned any items on a particular day, the system should assign only 2 records (capacity in use: 2/5).

• On the next day, if Agent A becomes available again with zero assignments for that day, the system should again assign only 2 records (capacity in use: 4/5).

• If Agent A has already reached full capacity (utilization 100%, capacity in use 5/5), the system must not assign an additional 2 records. Instead, it should identify another agent whose capacity is 0/5 and utilization is 0%.

How to configure

[Joshua Chen MTL]

@Nidhin Mohan  it is not supported OOTB. 

Why do you need AWA for FSM/ can you clarify the requirements? If it's for assigning work order tasks to the right dispatchers/assignment groups and assign to, use FSM OOTB capabilities.

FSM OOTB: 

• Jobs that need to be dispatched will be in the dispatcher workspace or native UI (dispatch queue)
• Jobs that are assigned to technicians appear on their mobile and native UI
• FSM configs (incl. foundation data such as groups or territories) and dispatch methods (manual, dynamic scheduling, schedule optimization, intelligent task recommendation and route optimization) will dictate who is assigned, what jobs to prioritize and in which order.

[Nidhin Mohan]

@Joshua Chen MTL  - Hi, Many thanks for your prompt help and support here. We are trying to leverage the possibility of utilizing AWA within FSM dispatcher workspace. Thanks!

[Joshua Chen MTL]

for what type of work items? if it's work order task, FSM capabilities will do it for you - don't need AWA/not recommended

if you want to bring in incident, case, into dispatcher workspace - i would question the requirement.