Session Code: THS3070
Presenter(s): Prithvi Yoganand
Company(s): ServiceNow
Abstract: When work is quickly assigned and agents have a streamlined working environment, customer issues get solved faster. Advanced Work Assignment (AWA) automatically assigns work items to agents based on availability, capacity, and skills–and now, with Agent Affinity, based on historical, task-based, or account team affinity. Attend this session to learn how AWA is the secret to speedy customer resolutions.
