Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

[GV Jan Moser]

Hi,

I created new Experience via App Engine Studio so I have my own Configurable Workspace which I can further customize.

Question:
How to add Advanced Work Assignment (as same as it is present in OOB CSM/FSM Configurable Workspace)? 

When I take a look on CSM/FSM Configurable Workspace in UI Builder, I can see that there are Inbox and Ongoing pages but it is not possible (at least I did not find how) to configure them (the components that are contained there are not available for adding) the same way in UI Builder for my custom Workspace.

I tried to "copy" the backend configuration of Inbox/Inbox Empty and Ongoing/Ongoing Empty pages, but it was not working. Something must be missing somewhere...

Any advice will be well appreciated.

Thanks.

Jan

[Michael Fry1]

Did you also copy the chrome_toolbar under UX Page properties? Look for the one with a description: Inbox & Ongoing toolbar button configuration for CWF Agent Workspace.

[GV Jan Moser]

Yeah I did indeed (forgot to mention in my post). I took me a while to figure it out bc the final result is that you have two "chrome_toolbar" records with different unique names, but I did and did not work.

Anyway, r u saying that:

- copy inbox & inbox empty 
- copy ongoing & ongoing empty 
- copy chrome_toolbar 

that should be all I need to do and it should work? There is anything else that needs to be done anywhere?

Jan

[GV Jan Moser]

OK, so I was able to implement Advanced Work Assignment in my Custom Workspace. Works fine for non-Chat Workitems.

For chat, I am able to:

- initiate the chat by the Caller
- Workitem with chat appears in my Queue
- I (as an Agent) can accept the workitem and get the connection

BUT, the Chat part is missing on the Interaction record so I cannot chat with the Caller.

Any ideas here? As a kudos for answer, I will present how I made the AWA work on my Custom Workspace (is needs to be done all in backend, no way how to do it natively via UI Builder) 🙂

Jan

[GV Jan Moser · Accepted solution]

Chat solved. The "Agent Chat Shell" needs to be copied as well 🙂