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Using agent calendar with incident assignment for advanced work assignment (AWA)

Ty Steels
Tera Contributor

‎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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Himaja08
Tera Contributor

‎03-07-2025 06:53 AM

Anyone implemented this change with AWA?

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