Advanced Work Assignment True Auto Assignment?

[ctsmith]

I've set up an Advance Work Assignment scenario--queue, service channel, etc for incoming incidents.  Works fine.  Looks pretty cool.  But, I find the auto assignment misleading in the documentation.  Yes, it automatically assigns the incident to a given agents queue, but they still have to actually accept it before the incident is truly assigned to them.  Yep, you can remove the option to reject.  I get that.  But, I want it to run through available agents and automatically assign the actual incident instead of just assigning the accept card to their inbox.  Is this possible?  I know there's another post about a script for round robin assignment of incidents via a script, but I was thinking there's a more sustainable, out of the box solution with Advanced Work Assignment. 

Thanks!

[ctsmith]

Actually, in the BR, you could probably get away without scripting entirely.  Just create your conditions in the BR as a before insert/update something like this:

After you set your conditions, then go to the actions tab and select the values you want to set.  No code needed!:

[tsutherland]

I realize this is an old thread but did either of you get the business rule to work in your instance? I'd like something a bit faster than a 5 minute scheduled job, but I haven't been successful in getting it to work, even though it seems like it should be pretty straightforward!

[Eric Merkle]

@tsutherland  if you can wait for Tokyo for the OOB feature please do. early access should be coming soon  

[ctsmith]

@Eric Merkle Sounds good.  How does it work in Tokyo? Definitely willing to turn of my job if this is OOTB functionality.  We adopted this regime in New York so fairly early on before this choice was available.

[dalestromback]

Hi Christopher, I'm wondering if you have ever tried to get this auto-accept to work for incoming chats to an agent's inbox?  I'm trying to make that work but seems it doesn't.  The update is occurring to the awa_work_item table, but the chat is not instantiated with the live agent.  Are you doing this just with tasks like incidents and requests?  And does it initiate a live window update within the Agent Workspace?