Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

[janmoser]

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

[Manu4]

Hi ,

I am also facing issue in active chat part it is not visible when chat is intiated.

Kindly provide more information on Agent chat shell , How to configure it.

Thanks,

Megha

[janmoser]

Hi,

I created step-by-step tutorial for this.

https://www.servicenow.com/community/next-experience-forum/custom-agent-workspace-experience-advance...

Enjoy.

Jan

[Manu4]

Hi,

Thanks for adding above link it is very helpful, I have a query on Ongoing pages ,What is the use of Ongoing and Ongoing Empty pages you mentioned above.

Thanks,

megha

[Guilherme Mazie]

Does the Agent Chat Shell work with an extended interaction table?

[Henalu]

Follow the instructions of this video carefully and you will get there: ServiceNow - Configurable Workspace - Advanced Work Assignment - Custom Inbox Extension

It worked perfectly for me.