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05-25-2021
09:30 PM
Session Code: LAB2974
Presenter(s): Shawn O'Connell, Rich Runfola
Company(s): ServiceNow, ServiceNow
Abstract: Advanced Work Assignment (AWA) makes it possible to automatically assign work items such as chats and cases to agents, based on their availability, capacity, and even skills. By defining work item queues, routing conditions, and assignment, work is delivered to agents' Agent Workspace inbox. Attend this lab to learn how using AWA in Customer Service Management can simplify assignments to resolve customer problems faster.
URL: https://developer.servicenow.com/connect.do#!/event/knowledge2020/LAB2974
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