Advanced Work Assignment - Multiple queues for each support group?

[sondhal]

Hi All,

We have a requirement where INCs to be auto assigned to agent based on support group populated on incident form.

Since we have several support groups, so do we need to create separate queues for each group?

If we are configuring a common queue for multiple groups, the Incident assignment is not working as expected, it changing the assignment group.

Please advise.

[pr8172510 · Accepted solution]

Hi sondhal,

Good question — this is a common confusion when working with Advanced Work Assignment (AWA) and queues.

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1. Why your current setup is not working

In AWA:

• A queue is tied to a single assignment group
• When work is pulled from a queue:
   AWA enforces the queue’s assignment group

That’s why:

• If you use one common queue for multiple groups
• AWA will override the Incident’s assignment group

 This is expected behavior, not an issue

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2. Recommended approach → One queue per assignment group

Yes, you should create:

• Separate queues for each support group

Example:

• L1 Support → Queue L1
• Network Team → Queue Network
• App Support → Queue App

Each queue mapped to its respective assignment group

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3. How routing should work

• Incident gets assignment group (via:
  • Assignment rules / Flow / manual)
• AWA rule:
  • Matches assignment group
  • Sends work item to corresponding queue

Queue → Agent assignment happens correctly

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4. Why common queue is not recommended

Using one queue for multiple groups:

•  Breaks assignment group integrity
•  Causes reassignment issues
• Leads to incorrect agent routing

 AWA is designed for queue-based segregation

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5. Best practice setup

• ✔ One queue = One assignment group
• ✔ Create AWA routing rules per group
• ✔ Use skills / capacity for agent selection
• ✔ Keep assignment group consistent from Incident → Queue

[sondhal]

@pr8172510 Thank you so much for clarification, it really helps!

[sondhal]

Hi,

One quick question - Will AWA work on the old Incidents which were created before AWA was implemented in the sytem?

[sondhal]

@pr8172510 Can you please confirm if AWA can work on old INCs? If not, any suggestion to make it work?
Thanks.