Need Help with AWA Fallback Behavior

Gemma4
Mega Sage

yesterday

Hi Team,

I’m working on Advanced Work Assignment for incidents and need some clarification. My goal is to prevent tickets from sitting in an agent’s inbox if they don’t accept them and instead route them back to an “Unassigned” queue.

Here’s what I have configured:

  • A queue with manual assignment (Eligible at = 0).
  • A second assignment eligibility with auto-assign fallback set to 30 seconds.

Currently, the ticket keeps cycling between agents in the first eligibility group and never moves to the fallback rule or the Unassigned queue.

Could you confirm:

  1. Is there a way in AWA to route a timed-out work item back to an Unassigned queue without using Flow Designer or Business Rules?
  2. If not, what’s the recommended configuration to achieve this behavior using only AWA settings?

Thanks for your guidance!

 

Define agent pools eligible for assignment

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MadhanMaddy
Giga Contributor

yesterday

Hi @Gemma4 ,

 

It is not possible within AWA out-of-the-box (OOTB) settings to route a timed-out work item back to an Unassigned queue purely using AWA configurations.

 

You can always use our good old Flow Designer or BRs (If you could find an approach without these do let me know as well)

 

But as far as I understand there's no AWA's native functionality that supports timed reassignments. 

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards,
Madhan

 

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