question Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA) in Next Experience forum

Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

janmoser — Wed, 02 Nov 2022 15:27:58 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

Michael Fry1 — Wed, 02 Nov 2022 16:12:39 GMT

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.

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

janmoser — Thu, 03 Nov 2022 08:17:22 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

janmoser — Thu, 03 Nov 2022 11:28:24 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

janmoser — Thu, 03 Nov 2022 12:46:02 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

Manu4 — Fri, 04 Nov 2022 06:08:58 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

janmoser — Thu, 24 Nov 2022 09:40:11 GMT

Hi,

I created step-by-step tutorial for this.

https://www.servicenow.com/community/next-experience-forum/custom-agent-workspace-experience-advanced-work-assignment-awa/m-p/2393192#M724

Enjoy.

Jan

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

Manu4 — Tue, 13 Dec 2022 07:21:40 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

Guilherme Mazie — Sat, 15 Jun 2024 01:26:21 GMT

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

Re: Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

Henalu — Tue, 24 Mar 2026 09:10:01 GMT

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.