AWA vs. On-Call Scheduling?

[Andrew M_1]

Hi All,

I need help evaluating which Application to use: On-Call Scheduling, or Advanced Work Assignment (AWA). The needs are:

1. Ability to notify individuals that are on-call that an Incident has been assigned to them and for them to accept the Incident.
2. Ability to escalate to secondary on-call team members (and manager if needed).
3. Ability to send two different Incidents to two different Incidents to two different team members within the same group. (Example: the same group has team members that manage different Apps so based on the App, the Incident would go out to a different team member)
4. Ability to page team members via SMS and Phone

Can someone help me determine which application will check all the boxes? It seems to me that On-Call Scheduling can only perform 1, 2, and 4 (with use of Notify and/or Twilio), whereas AWA can only perform 1, 3, and 4, but I could be wrong...

[Sulabh Garg]

Hello Andrew,

You may need to use both AWA and on-call scheduling, As 1st and 3rd requirement can be handled using AWA and others (2nd and 4th) can be handled using on-call scheduling.

In your 1st requirement, you need to have both AWA and On-call scheduling to have list of all on-call person before AWA helps on-call person to accept the Incident using agent workspace.

Hope it helps!!

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg