How to Configure AWA for Incident and catalog task based on availability and capacity

[DhathriC]

Hello ServiceNow Community,

I am seeking guidance on configuring Advanced Work Assignment (AWA) to automatically assign new incidents to agents within a specific assignment group based on their current workload. Specifically, I aim to:

• Identify active members within an assignment group.
• Determine the number of active incidents assigned to each member.
• Assign new incidents to the member with the fewest active incidents to ensure balanced workload distribution.

For example, if each member in a team has 3 tickets and one member has 2 tickets, the latest incident should be assigned to the member with the least number of tickets.

Could you provide guidance on how to configure AWA to achieve this functionality?

#AWA #Assignmentrules

[Dr Atul G- LNG]

Hi @DhathriC 

In AWA - 

If Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.

1. Select the Chat - Most Capacity assignment rule.
   For information about AWA assignment rules, see Configure agent assignment rules.

 The field "Assign By" has two option 

• Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work.
• Most Capacity: Routes a work item to the agent who has the greatest availability for handling the work In the Auto-assign handling related list, perform the following tasks.
• In your case -Most capacity  will work .

Please check below document to learn about other form fields 

https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/administer/advanced-work-a...

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...

[DhathriC]

What is the next step ? Where to attach this to group assignment?

[Dr Atul G- LNG]

Mate follow this:

https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/awa-admin-conso...

[DhathriC]

I'm getting confused with ethe docs, I followed the steps but not getting to work.