Using agent calendar with incident assignment for advanced work assignment (AWA)
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03-27-2024 07:46 AM
Can the agent calendar be taken into account with auto-assigning incidents with advanced work assignment (AWA)? We have AWA working flawlessly but want agents out-of-office events in the agent calendar to determine their capacity for AWA? Has anyone done this?
Thank you!
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Incident Management
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Service Desk
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03-07-2025 06:53 AM
Anyone implemented this change with AWA?