Hi @Fromsee Genene ,
This happens though Assignment rules and matching rules of AWA using this, it assigns to agents based on Skills and groups and roles.
For this to happen, you will need to deactivate any Assignment rules running already.
This Picture will help you to understand more :
What configuration do I need to do to implement AWA for my work items?
There are two primary steps required to implement AWA. Further details can be found in the implementation guide below.
- Install the plugin [glide.interaction.awa]
- Configure the routing to your organization’s preferences. This involves, at a minimum, defining the following:
- Service Channels
- Source of the work items e.g., Live Chat, Incidents, SMS
- Queues
- Store the incoming work items that are yet to be assigned to a specific agent.
- Assignment Rules
- Define how work items arriving in the queue should be handled.
- Define how work items arriving in the queue should be handled.
Implementation Guide
See below for an overview on implementing AWA for each of the supported sources.
- Define what to route:
Create a service channel [awa_service_channel] by installing the plugin or setting up your own custom version.
|
Work Item |
Plugin |
Guide |
|
Case (CSM) |
Customer Service [com.sn_customerservice] |
N/A |
|
HR Case |
Advanced Work Assignment for HRSD [com.sn_hr_awa] |
|
|
Incident |
Advanced Work Assignment for Incidents [com.snc.incident.awa] |
N/A |
|
Chat |
Agent Chat [com.glide.interaction.awa] |
N/A |
|
Chat – Asynchronous |
Conversational Messaging [com.glide.messaging.awa] |
|
|
SMS |
Conversational SMS Service Channel [sn_awa_sms_int]
|
|
|
Line |
Conversational Integration with LINE [sn_va_line] |
|
|
Facebook Messenger |
Conversational Integration with Facebook Messenger [sn_va_fb_messenger] |
|
|
|
Conversational Integration with WhatsApp [sn_va_whatsapp_twi] |
Conversational Integration with WhatsApp (powered by Twilio) |
|
Walk-up |
Walk-up Experience plugin [com.snc.walkup] |
|
|
Others |
N/A |
- Define where to route:
Create a queue [awa_queue] to process the work item. From the related lists you can define in what order the work items should be prioritized within the queue (Work Item Sort Order) or attach an assignment rule (Assignment Eligibility).
- Define how the work items get assigned:
Create assignment rules to define to whom work items should be assigned to in the queue. Add these assignment rules to the Assignment Eligibility related list in your queue record.
- Define what the agent sees:
Follow the steps here to update the workspace view for the service channel
Troubleshooting Guidance
If your AWA implementation is not acting as expected, verify the below:
- Navigate to System Properties [sys_properties] and ensure awa.enabled is set to true.
- Queue schedules are correct – either leave them blank (available at all hours) or set a schedule.
- Queues have at least one assignment rule attached in the Assignment Eligibility related list.
- Ensure the Service Channel, Queue, and Assignment Rules are all set to active.
- Ensure all members of the group identified within the Assignment rule have the awa_agent role, and permissions to access the work item.
- Service Channels should not overlap. An example of a common mistake is to create one Service Channel for table = incident, and one for interaction.type = “incident”.
- Ensure your Service Channel has been included in the “Available” presence state.
