Auto assign ScTASKs based on Agent Capacity, Skills and Availability for specific catalog items...

[Shantharao]

Hi All,

Auto assign Sc Tasks based on Agent Capacity, Skills and Availability for specific catalog items in Agent Workspace/Service Operations Workspace

Can anyone provide the step-by-step process or any useful videos for the fulfillment 
I have followed below video but not working as expected
Virtual Agent Academy: Routing work based on skills in Advanced Work Assignment (AWA)

I have followed below process but still not working as expected,
1) created Skills
2) Created Determination skill rule and mapped skill set
3) Created Service Channel for "sc_task" table
4) Created "Queue" and and set the condition for few catalog items associated with "Service channel"
5) Created Assignment rules for the "Queue"
6) I have set default work item size to 50, agents must not be assign more than 50 active ScTasks.

When I submitted the catalog items I can see Work items also created in the backend,
But not showing in the Service Operations workspace(SOW) to assign the "sc_task" for the live agents who have capacity, available and mandatory skill

Please tell me am I missing any step for the AWA implementation for "ScTasks"

Thanks

Thanks in advance for your help, nice day.

[kaushal_snow]

@Shantharao ,

You can configure Advanced Work Assignment by creating a service channel for sc_task records, setting up queues with conditions for specific catalog items, enabling skill based routing, and ensuring agents availability and presence are respected, while also validating the Capacity in use calculations and troubleshooting any issues with scheduled jobs like Re register AWA Record Watcher to ensure accurate task assignment....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Shantharao]

Hi Kushal,
I have followed below process but still not working as expected,
1) created Skills
2) Created Determination skill rule and mapped skill set
3) Created Service Channel for "sc_task" table
4) Created "Queue" and and set the condition for few catalog items associated with "Service channel"
5) Created Assignment rules for the "Queue"
6) I have set default work item size to 50, agents must not be assign more than 50 active ScTasks.

When I submitted the catalog items I can see Work items also created in the backend,
But not showing in the Service Operations workspace(SOW) to assign the "sc_task" for the live agents who have capacity, available and mandatory skill

Please tell me am I missing any step for the AWA implementation for "ScTasks"

Thanks