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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Advanced Work Assignment?
Use the Advanced Work Assignment (AWA) feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Entry point to the official product documentation
Summarized overview in one PDF file.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Success Pack "Maximize Agent Productivity"
Allow your agent's to focus on what really mattersโฆyour customers! Maximize their productivity by optimizing their experience.โ The Maximize Agent Productivity Success Pack contains numerous assets to enable your organization to successfully implement and utilize Advanced Work Assignment, Workspaces, Playbooks, and the Agent Mobile app!โ
Advanced Work Assignment (AWA) FAQs
Get started with Advanced Work Assignment
To implement Advanced Work Assignment, complete these initial configuration and setup steps
Trainings & Courses
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Articles & Blog Posts
2021-08-19, by S RAM
AWA Service Channel uses DB Views for Auto-routing
Today, I'm going to share a few learnings that I got through out my AWA/Agent workspace implementation which helped me in troubleshooting my issues. Hope it helps!
2021-07-26, by Samyuktha Reddy
Advanced Work Assignment (AWA) FAQs
2021-10-05, by ServiceNow Support
The "Away"and the "Offline" presence states in Advanced Work Assignment
Some customers require the ServiceNow platform to update/change the presence of an agent to away automatically when the agent becomes idle for more than a predefined duration.
2021-10-18, by ServiceNow Support
Set up and use Agent Chat in Agent Workspace with Advanced Work Assignment (AWA)
Set up Agent Chat within Agent Workspace's Advanced Work Assignment (AWA) feature, as well as details how to use it once configured.
2022-01-18, by SandilyaSridhara
How to transfer a chat to a specific Queue using context variables?
This article talks about a specific use case of transferring a chat to a specific queue using context variables. This functionality can be achieved in several ways and this article demonstrates this by making use of VA-Designer.
2022-01-29, by Maik Skoddow
(Un)Set Agent's Availability automatically
Over the past few months, I've answered a similar question several times in the community about how to automatically set an agent's availability. Mostly people asked how this could be triggered while the agent is logging in. In rare cases, it was also asked how the automatic setting can be done when the agent is using the Agent Workspace for the first time during the session.
2022-02-22, by Ankita Sarkar
Round Robin Auto-Assignment of Incidents to Agents directly based on availability in Agent Workspace
With help of Advanced Work Assignment, the work can be assigned in the form of 'Most Majority' or 'Last Assigned' as per the Assignment rule specified in the Queue setup but agents available from Agent Workspace needs to accept the Incident requests in order to work on them. The below code is for those who is looking for automated assignment of tickets (Round robin) to agents according to the availability of agent from Agent Workspace(Inbox) when it is assigned to a group so that agents do not have to accept the Incident requests, it is automatically assigned to them to work on it based on their presence.
2022-02-22, by ServiceNow Support
How is the "Average Wait Time" of AWA Queue (Advanced Work Assignment) calculated?
2022-02-22, by ServiceNow Support
How to manually trigger capacity recalculation for agents using advanced work assignment
This article covers how to trigger a recalculation of an agent's capacity within the advanced work assignment application used to assign work items such as Interactions for Agent Chat as part of Agent Workspace.
2022-02-22, by ServiceNow Support
Demystifying agent work item size and capacity utilization is Advanced Work Assignment
When AWA is configured for any channel, the default work item size & Default capacity play an important part in how the work item will be routed to the agents.
2022-03-22, by ServiceNow Support
Demystifying Advanced Work Assignment (AWA)
The idea of this article is to reveal and brief on the architecture and internal working of the AWA, so that you will gain a good understanding of how AWA works so that it can help with troubleshooting like you will know which areas to check when you have issues with AWA.
2022-03-22, by ServiceNow Support
How to route work items to agents in agent workspace based on skills using advanced work assignment
This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills.
2022-03-22, by ServiceNow Support
2022-03-24, by ServiceNow Support
How to enable extra logging for AWA (Advanced Work Assignment)
If you are facing issues with Advanced Work Assignment not creating, queuing, or assigning work items, you can turn on this property for more information on what the AWA is doing in the background.
2022-04-25, by Eliza
Routing your work using Advanced Work Assignment (AWA)
2022-11-15, by Chris Shakespea
How to optimize work assignment over time in ServiceNow with 6 out-of-box capabilities
Routing work efficiently and effectively is crucial for timely resolution of incidents and completion of tasks.
ServiceNow provides 6 main capabilities of routing work to agents.
Videos & Podcasts
2019-04-19, by ServiceNow Now Community
Ask the Expert: CSM Advanced Work Assignment
In this session, we will introduce you to the latest in our ServiceNow platform innovations for routing and assigning work. Advanced Work Assignment enables organizations to manage work proactively by availability, capacity, and skills. By attending this webinar, you will see the power behind Advanced Work Assignment and use it to optimize the customer experience while driving operational efficiency.
2021-08-05, by ServiceNow Community
ServiceNow Workforce Optimization & Advanced Work Assignment Overview
Join us for an in depth overview of ServiceNow Workforce Optimization for Customer Service Management and the synergy created with Advanced Work Assignment (AWA). We then cover and demo the five major modules for Workforce Optimization including: Channel and Queue management, Scheduling & Forecasting, Adherence, Team Performance, and Coaching.
2021-08-11, by ServiceNow Community
Virtual Agent Academy: Using analytics to optimize Advanced Work Assignment
Learn how to use Performance Analytics dashboards to review your Advanced Work Assignment implementation, and determine how to derive actions from those insights.
2021-08-21, by ServiceNow Community
Virtual Agent Academy: Assign work in real-time based on an agent's schedule
Today, Samyuktha Reddy and Prithvi Yoganand, of ServiceNow Product Management, will walk us through an overview of shift based assignments. In this session, we will be showing you how to combine Advanced Work Assignment, Agent Workspace, and Workforce Optimization to assign work to agents in real-time.
2022-02-04, by ServiceNow Community
Advanced Work Assignment Workshop
Advanced Work Assignment lets you automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. This 10 part workshop will cover the basics of AWA, demo key capabilities, and share the latest innovations a part of the Rome release.
- Overview
- Routing & Assignment
- Context Variables for Routing
- External Routing
- Analytics Dashboard
- Wrap Up Feature Demo
- Virtual Agent Considerations
- Agent Affinity
- Shift Based Assignment
- Messaging Channels
- Universal Capacity
2022-07-18, by ServiceNow Community
This video provides an overview of AWA and a demo showcasing a basic implementation of AWA.
2022-07-19 by ServiceNow Community
This video provides a guide to implementing AWA using Context to route your work.
2023-02-24 by ServiceNow Community
How managers help their agents and monitor work
Join Samyuktha Reddy and Virag Shah as they share how managers can assist their agents during support chats via Agent Whisper, and how they can monitor agent workload and results.
2023-01-23 by ServiceNow Community
Transfer a support chat to another Agent or Queue
Learn how your agents can transfer support chats to their team or to another queue to better serve their end-users. You'll also see how chat transcripts can be retrieved.
2023-07-12 by GlideFast Consulting
AWA Admin Experience with the Utah release
Technical Consultant Manan Bhatt walks us through ServiceNowยฎ Advanced Work Assignment (AWA) Admin Experience in the ServiceNow Utah Release.
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
Advanced Work Assignment agents do not receive Work Item notifications on Agent Workspace (KB0745410 ๐)
Using AWA, New chats are not being assigned to certain Agents but are being assigned to others (KB0778367)
Chats are not routing to agents in advanced work assignment (KB0787998)
AWA or Agent workspace chat is not routing items to agents. If you enable awa logging you see an err... (KB0792319)
Instance is loaded with Error: "Cannot load job class: com.snc.awa.presence.job.PresenceMgtJob, job ... (KB0814854 ๐)
AWA not routing the work items to other members of the group (KB0815492)
Setting the default value of the "Assigned to" in the interaction table breaks the Advanced Work Ass... (KB0819141)
AWA (Advanced Work Assignment) Configuration Quick Reference Guide (KB0826661 ๐)
The work items created on Task table(ex: incident) are not routed correctly to the agents in Agent w... (KB0860081 ๐)
How to display more advanced work assignment queues in Agent Workspace chat when using the "Transfer... (KB0869588)
How to troubleshoot AWA(Agent Chat) assignment issues? (KB0952786)
How to troubleshoot AWA round robin assignment issue (KB0951909)
Unable to route Virtual Agent Chat to Live Agent by using Advanced work assignment (KB0963151 ๐)
Troubleshooting steps for Advanced Work Assignment (KB0963190)
Advanced work assignment is not assigning the incidents to the agents (KB0966513)
AWA - Auto assignment is not working for SCTASK (KB0993529)
Troubleshooting Agent Chat/Advanced work assignment issues (KB0997281 ๐)
Agents from a specific queue / Chats from specific Queues in AWA Operations Dashboard that are not v... (KB1000909)
Agent doesn't receive work item inbox card even though work item is in a Pending Accept state (KB1002184 ๐)
