Advanced work assignment in servicenow
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-29-2022 06:00 AM
Hello community leaders,
What should be the prerequisite to configure the " Advaced work assignment(AWA) in servicenow?
Is "Agent workspace" is needed for this?
If nothing is needed for this, can you explain the steps(1 to 1) at high level to configure the AWA for the incident channel. We have installed AWA plugin & AWA for incident plugin in servicenow.
Your reply will be more helpful to me.
Thanks in advance
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-29-2022 06:08 AM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-29-2022 06:25 AM
Hello ,
To answer your first question ,
yes you need agent workspace for AWA as the agents will be getting the work items in the agent workspace when they make them selves available .
Main things needed in AWA is
1)You need a service channel to place work items under incident channel where you give the utilisation condition
2) Then queue to route the work items into different routes based on the condition or the routing condition that you give
3) Assignment eligibility where you need to create a assignment rule and mention a group such that users who are part of that group will receive the work items when the incident is assigned to that group while creation
4) Work assignment where you auto route items based on skills or in a normal way.
If it is based on skill you need to tag skills to incident using skill determination rules and tag particular skills to users in their user records in skills related list.
If not assign it in a normal way by using most capacity
1) service channel - A service channel is a means of assigning a specific type and scope work to agents. You can configure base system service channels to set the context and service channel attributes that define the work handled in the channel, or you can create your own custom service channel.
when you install plugin com.snc.incident.awa plugin autaomatically a service channel is created for incident table
Refer to below link for better understanding on service channel concept.
2) Queues - In Advanced Work Assignment, queues store a specific type of work item for a service channel.
AWA administrators can create or modify queues based on customer need. As part of creating or modifying a queue, the awa_admin identifies some information about the queue, including the service channel to which the queue belongs and which agent groups handle the incoming work items.
Refer to below link for better understanding on Queues concept.
3)Assignment eligibility - Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enablesAdvanced Work Assignment to find a qualified agent from a wider pool of agents.
Refer to below link for better understanding on assignment eligibility concept.
4)work assignment -
Administrators can choose to push work items to agents based on one of these assignment rules:
- Most capacity: This option pushes work to agents that have the most capacity (availability for work) for a given channel. For example, suppose that two available agents, John and Beth have different capacities. John has capacity for three chats, but Beth has capacity for two chats and is currently working on one chat. AWA assigns the next work item to John since he has the most capacity.
- Last assigned: This option pushes work to the agent who has gone the longest without a work assignment in the service channel. If more than one agent has the same spare capacity in a service channel, AWA creates and assigns the next work item to the agent who has gone the longest without work in the service channel.
Hope this helps
PLEASE MARK MY ANSWER CORRECT IF THIS HELPS YOU
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-12-2023 12:24 AM
Thanks for sharing those details.
Can we have work items assigned if the caller location match with agent location?
