Using Advanced Work Assignment for Incidents- Looking for Feedback & Guidance

[Gemma4]

Hi Everyone

We’re just getting started with Advanced Work Assignment (AWA) for incidents and are in the early stages of configuration. I’ve put together some basic notes of what we have configured and would really appreciate it if someone could review them and help answer a few questions I have. Just want to make sure we are on the right track. 

Configuration Questions:

1. Queues and Service Channels

   • What’s the best practice for adding queues?
   • Should multiple queues be added under the Incident Service Channel, or is it better to create a new Service Channel for each queue?

2. Service Channel – Target Wait Time

   • Currently, Target Wait Time is not set.
   • I understand this doesn’t impact routing, but it does affect visibility into how long items are waiting.
   • Is there a recommended or standard value that should be set here?

3. Assignment Eligibility Configuration

   • I’m trying to understand the purpose and intent of this configuration.
   • Specifically:
     • Group eligible to receive work – is this just for routing eligibility?
     • Eligible Days/Hours – currently not set.
       • I read that if this is blank, AWA may assume the group is never eligible.
       • What’s the best practice here? Should this always be defined?

Thanks in advance for any guidance or feedback you can share!

Below is what we have configured and my understanding. Please feel free to share your thoughts if I have got any of these details incorrect. 

Service Channel: Incident

Table: Incident

• Meaning: This channel is configured to monitor the incident table for new work items.
• Purpose: It tells AWA what kind of work to route (in this case, incidents).

Default Work Item Size: 1

• Meaning: Each incident counts as “1 unit” of work.
• Purpose: Helps AWA calculate how much capacity an agent is using when assigned work.

Default Capacity: 20

• Meaning: Each agent can handle up to 20 units of work.
• Purpose: If each incident is 1 unit, an agent can be assigned up to 20 incidents before being considered “at capacity.”

Utilization Condition: Active is true

• Meaning: Only incidents where active = true are considered for assignment.
• Purpose: Ensures closed or resolved incidents aren’t routed to agents.

Queue Configuration: "Inc APPSTORE - SUPPORT" (marked all queues inactive but 1)

 Schedule: Global M–F 08:00–16:00

• Meaning: Work will only be assigned during this time window.
• Verified : If testing outside this window, work won’t be routed. Made sure test is within this schedule.

Service Channel: Incident

Condition: Assignment Group = APPSTORE - SUPPORT AND Priority IN (3, 4, 5)

• Meaning: Only incidents with those priorities and that assignment group will enter the queue.
• Verified: Ensured 13 active tickets meet both conditions. If any are priority 1 or 2, or assigned to a different group, they won’t be routed.
• Target Wait Time not set- No routing impact, but you lose visibility into how long items are waiting

Set based on your business expectations. For example:

• 1 hour if incidents should be picked up quickly.
• 4 hours for less urgent queues.

Assignment Eligibility Configuration

 Assignment Group: APPSTORE - SUPPORT is added- This makes members of the group eligible to receive work

Eligible Days/Hours: Not Set

• Potential Issue: If this is blank, AWA may assume the group is never eligible.
• What should this be set to?? Not sure I understand this feature

Assignment Rule Configuration

Name Last Assigned auto-assign (most capacity changed

 Assign By: Most Capacity (works well for balancing workload)

• Auto-Assign: Enabled- allows AWA to automatically route work to agents.
• Display Option: Inbox Card- This ensures work appears in the agent’s workspace