AWA Auto Assignment

[Mohammad Amin]

Hi All,

I configured Channel, Queue, Assignment Rule, and Skill Determination Rule.

and When I create a case It routes as per what I configured in the above steps. but there is one thing I wanted to confirm with you guys. when an Item is created it goes to the Agent's inbox and after his Acceptance, the work item is assigned to that Agent( is this OOTB behavior?). can we Directly assign the work item to the Agent instead of asking from the Agent?

Thanks for your responses.

[GV Jan Moser]

Hi Mohammad,

when Workitem is Accepted by an Agent, the Interaction (or any other relevant Document related to that Workitem) is assigned to that Agent and yes, thats the OOB.

I will not evaluate your usecase (auto-assigning to the Agent), but if you look closely on Workitem states, you will see that the Workitem is in "Pending accept" state when it is waiting on your Agents queue. 

If you want the Workitem to be assigned immediately, just create Business rule that reacts on Workitem changing its state to "Pending accept". In that Business rule, manually assign the related Document to your Agent.

Hope it helps.

Jan

[Musab Rasheed]

Hello,

Short answer is no that's not possible to assign directly from AWA, you can create Assignment rule or BR or even code something in Record producer script in order to direct assign to agent but with AWA agent has to accept

Please hit like and mark my response as correct if that helps

Regards