I need to explore on Advanced work assignment (AWA) with skill based and last assigned routing

[divyadhanda]

In my project, they wanted to implement Advanced work assignment (AWA) for IT Requests and incidents, so they asked me to explore on it, and I need to provide a quick demo on that to the team.

I need some hands on for Skill based and last assigned routing method for incidents.

I saw few hands on the internet for chat with skill-based routing, but I wanted to know for incidents how we can implement skill based/last assigned routing methods.

If anyone aware of this, kindly let me know.

[Tanushree Maiti]

Hi @divyadhanda ,

Check this blog/posts:

Advanced Work Assignment (AWA) Quick Start Guide

Advanced Work Assignment (AWA) FAQs

Platform: Advanced Work Assignment (AWA) || Knowledge & Troubleshooting Resources

Using Advanced Work Assignment for Incidents- Looking for Feedback & Guidance 

[divyadhanda]

I need to create a POC for AWA without Agent workspace and with Agent schedule on their calendar.

Need to demo the customer on this.

I am confused on this. Anyone aware of this, kindly share the required information.