Advanced work assignment - Assign ticket to agent auto acceptance

[manishaidhate]

Hi All,

In AWA can we assign ticket to agent automatically, skipping step to accept and reject.

[Sri13]

Hi Andrei,

Can you please share the steps of the flow you have created for changing the awa_work_item record along with the actual ticket assignment to the same person.

Thanks,

Sri

[dcb]

Can you share the flow please?

[Eric Merkle]

Hi All,
We are planning on this feature being OOB in a future release. If anyone has a few min. to spend in a discussion. I would like to understand how this custom solution was working for you and how you would like it to work. 

Thanks.
Eric Merkle

[Tim Grindlay]

Hi Eric, 

Here's my thoughts:

When I've introduced the concept of AWA and AWS to teams, they want the work to be divided up evenly regardless of whether they are logged in or not. AWA goes part of the way there to round robin the offered work item, but this really only works for them if they are all logged into AWS at the same time, which they aren't because they work in shifts and the items aren't things like agent chat that need an immediate response. 

The items have already been routed to the necessary assignment group, it's just dividing it up between the group members that is the gap. If the item is already assigned to an agent, the customer and the team lead / manager is able to easily see who is assigned to it.

I think if the inbox was a list of what an agent has on hand within an assignment queue / service channel, rather than what has been offered. You'd have to remove the accept and reject buttons because it would already be assigned to them though.

Tim

[Eric Merkle]

Thanks Tim, for the feedback. We are looking at auto accept just as you described it in the near term. Would you want AWA to not just be work that was offered by AWA, but all my work of the platform?