Using Advanced Work Assignment to auto assign tickets even when agents are offline

[mpmacconnell]

We have a use case where Incident Tickets should be automatically assigned to users based on their schedule. I see the Advanced Work Assignment will do a good job of auto assigning tickets when agents make themselves available in the Service Operations Workspace. Is it possible to have it use just their schedule to auto assign? Also is it possible for it to auto assign after hours when no one is available?

[shun6]

Hi @mpmacconnell ,

You can use Shift handling assignement rule.

When no one is available tickets are not assigned and once someone become available tickets are assigned to them.

Assignment Rule form

Advanced Work Assignment (AWA) Workshop: Shift Based Assignment

Thanks.

[Maik Skoddow]

Hi @mpmacconnell 

While AWA has sophisticated schedule-aware capabilities, it's designed around active agent participation rather than purely schedule-driven assignment, making it less suitable for fully automated after-hours assignment scenarios.

If you need pure schedule-based assignment without requiring agent workspace interaction, you might need to consider traditional assignment rules (sysrule_assignment) combined with custom business rules that evaluate schedule data. AWA can work in conjunction with traditional assignment rules, where you could use assignment rules for initial routing to groups and AWA for individual assignment when agents are available.

Some organizations have implemented custom solutions using business rules that check schedules and assign work in round-robin fashion, though these approaches have limitations regarding agent availability, workload, and current capacity.

Maik