Can we include parameters when assigning tickets by AWA?

[PavelP]

Hello,

we are trying to implement Advanced Work Assignment, and there was a requirement when assigning tasks to a group, to consider not only number of tickets the Agent already has opened, but also what difficulty the ticket has.

The idea is, if first Agent has 3 open tickets with low difficulty, and second agent has 2 hard tickets, the next ticket would be assigned to the first one - since the overall workload would be lower.

Is there an option to include this, or is the capacity assignment fixed?

Thanks in advance for the reply

Best regards

Pavel

[PavelP]

In the official implementation guide for awa is mentioned:

Assignment rules define how work items are assigned to agents. Examples of agent assignment

rules include:

• Skill-based routing (agent whose skills best match the work item)
• Last assigned (agent who has gone the longest without being assigned a work item)
• Time required to complete this type of work item
• Time remaining in an agent’s shift--pushes work to agents that have the most capacity for a given channel.

The point -"Time required for complete" would potentially work on this use-case, but I haven't seen a way how to implement this with the tool.

Did anyone found a way to include it - since its mentioned in the official documentation?

[Danish Bhairag2]

Hi @PavelP ,

While configuring there was 2 things most capacity or the last assigned to & the skill based routing. Did not see any place where the above one could be configured. Would suggest you to create a HI case in this scenario & ask ServiceNow abt the potential solution\configuration.

Thanks,

Danish