---
sourceDocument: Yokohama ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Configure

# Configuring Advanced Work Assignment {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Quickly install the required and popular plugins through the plugin page after selecting any Get \[plugin\] button on the Advanced Work Assignment home page. Plan and configure Advanced Work Assignment (AWA).

## Before you begin

The AWA home page appears after you have installed and updated the Omni-Experience Standard Feature Set to the latest version through the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home).

Role required: admin

## About this task

After installing the Advanced Work Assignment plugin and any relevant org-specific plugins, the following list outlines the basic planning and configuration steps that you must determine for AWA:

* Determine what to route -- Configure the base service channels to be used.
* Determine where to route -- Define the work item queues and the routing rules, execution order, work item sort order, and strategy.
* Determine how to assign work items -- Define the assignment rules that determine the work items pushed to agents.
* Determine what the agent sees -- Set the inbox card layouts and presence (availability) states that agents use in their Agent Workspace inbox.
{#installing-awa__ul_mld_lj4_cgb}

## Procedure

1. Navigate to Advanced Work AssignmentHome, and then select the Get Advanced Work Assignment plugin button from the First, install a required plugin section.  
   Note:  
   Only users with the sys_admin role can install a plugin from the Advanced Work Assignment home page. For example, if a user with the awa_admin role tried to install the Advanced Work Assignment plugin, they're prompted to contact their administrator for installation. After the Advanced Work Assignment plugin is installed, all AWA home page options are available in the application navigator for users with the admin and awa_admin roles.  
   The All Applications page opens in a new window or tab.
2. In the All Applications page, select Install and complete the installation prompts.  
   The AWA home page experience refreshes and the Get targeted routing capabilities section appears.
3. **Optional:** Install org-specific AWA plugins through the Get plugin button for ServiceNow® IT Service Management (ITSM), ServiceNow® Customer Service Management, and/or ServiceNow® HR Service Delivery (HRSD) plugins.  
   The AWA home page experience refreshes and the Get the most popular plugins section appears.
4. **Optional:** Install popular plugins, such as Agent Chat, Walk-up Experience, and/or Performance Analytics, to boost your AWA experience.
5. In the Essential settings section, select Set up service channels to [configure the service channels](https://www.servicenow.com/docs/0HyQ7w2ZlOzmJhYWL_ojKA "Create or configure a service channel that is used in Advanced Work Assignment (AWA).") that you activated.
   1. [Create or change an inbox layout](https://www.servicenow.com/docs/xd9iUsTcSeQbr~hH5mOYIQ "Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.").
   2. [Override agent capacity](https://www.servicenow.com/docs/xEeAHG5dkp1wLxiZwISy2g "Change the default number of work items that an agent can handle for a service channel."), as needed.
   {#installing-awa__substeps_l2d_433_rvb}
6. In the Essential settings section, select Set up queues to [create work item queues](https://www.servicenow.com/docs/LGf90AwQ_nUuDLzWaA1UdQ "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.") for your service channels.
   1. [Set the sort order for work items](https://www.servicenow.com/docs/C0wK7qI_6g9K9ZMtrxRsLA "Specify the order in which work items in a queue are sorted.") in the queue.
   {#installing-awa__substeps_yl4_s33_rvb}
7. In the Essential settings section, select Set up assignment rules to [configure the work assignment rules](https://www.servicenow.com/docs/X0_RgTcf4x1KECLMY4XKIA "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.") used to push work to the appropriate agents.
8. **Optional:** In the Additional settings section, consider configuring the following parameters to improve your AWA functionality.
   1. Select Set up presence states to [configure availability states](https://www.servicenow.com/docs/SMgTbOa_t1LQqlc7gKZupw "Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox.") states that agents use to indicate whether they can receive work or are offline or away.
   2. Select Set up reject reasons to [define the reject reasons](https://www.servicenow.com/docs/wTS5yzRtT9h7xUxJubj37w "Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. A reject reason can apply to all service channels or a single channel that you specify.") that agents can use to decline work assignments that they receive in their Agent Workspace inbox.
   3. Select Set up universal capacity to [configure your team's maximum universal capacity](https://www.servicenow.com/docs/8PBdwmz62KR5wmmUoD6i3A "Prevent an agent from being assigned too many work items by configuring the agent's maximum universal capacity. If the agent's maximum universal capacity has been reached, additional work items won’t be assigned to the agent.") to prevent an agent from being assigned too many work items.
   4. Select Set up groups to [create groups of user sets](https://www.servicenow.com/docs/1oBrBhzt5NZDAvm6tFzcqA "Create or manage groups that have associated Advanced Work Assignment queues.") who share a common purpose.
   {#installing-awa__substeps_u1w_cj3_rvb}
9. **Optional:** In the Advanced settings section, consider configuring the following parameters to improve your AWA functionality.  
   Note:  
   Advanced settings cards appear conditionally after installing their respective plugin.
   1. Select Set up Agent Affinity to [create or change the Agent Affinity rules](https://www.servicenow.com/docs/CNccvExZUq3L32EUIangoA "Create or change the Agent Affinity rules that route work items in Advanced Work Assignment.") that route work items in Advanced Work Assignment.
   2. Select Set up Shift-based Assignment to [assign work items to agents based on shifts](https://www.servicenow.com/docs/X0_RgTcf4x1KECLMY4XKIA "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.").
   {#installing-awa__substeps_kzj_3j3_rvb}
* **[Advanced Work Assignment home page](https://www.servicenow.com/docs/Wd1PNoMiYt8Wt5qtHoWtyg)**   
  Explore, implement, and maintain ServiceNow® Advanced Work Assignment using a home-page experience. Discover AWA, install relevant plugins, and configure settings for AWA through the Advanced Work Assignment home page available to admins.
* **[Get started with Advanced Work Assignment](https://www.servicenow.com/docs/05NHc_mXecZZkvDMuHFmCw)**   
  To implement Advanced Work Assignment, complete these initial configuration and setup steps.
* **[Install Conversational SMS service channel](https://www.servicenow.com/docs/7bjsf2CNPqMGS~UkZF0JZg)**   
  You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed.
* **[Activate Agent Affinity](https://www.servicenow.com/docs/DIuzTNN5XR6bK4izO1G~Zw)**   
  You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.
* **[Activate Conversational Messaging](https://www.servicenow.com/docs/ZsGtlxiwEGaC3yGxvM1gaw)**   
  You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.
* **[Service channels](https://www.servicenow.com/docs/5t9FJiWsjRwHNOlVA4Z~2w)**   
  Provide customer support by automatically routing incoming work to agents through service channels.
* **[Work items](https://www.servicenow.com/docs/u~jHTlQpHL9ULAWUp5PARg)**   
  View Advanced Work Assignment work items using the Work Items menu options.
* **[Work assignments](https://www.servicenow.com/docs/3Jj90y_b753QUpWy1CVd2w)**   
  After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.
* **[Using Agent Affinity](https://www.servicenow.com/docs/nNHmvcUchgwSN7i4JkWSOw)**   
  Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.
* **[Agent Inbox controls](https://www.servicenow.com/docs/x7i1eMTygMVoUm21ZfNvHw)**   
  Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.
* **[Advanced Work Assignment Inbox Sentiment display](https://www.servicenow.com/docs/dYNZowrhGk8ooEsBxMuC2A)**   
  Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.
* **[Wrap up overview](https://www.servicenow.com/docs/yUy6RybTWyfJut8~FyiJfQ)**   
  When agents close an interaction, the wrap up feature enables them to enter closing details and wrap up codes for future reference.
* **[Management](https://www.servicenow.com/docs/IivMVQZwO4rV7orc6brNCA)**   
  Configure Advanced Work Assignment properties using the Management menu options.
* **[AWA group queue priorities](https://www.servicenow.com/docs/Wm1xADTIBCbUHGcs2tR99A)**   
  Use the group queue priority feature to set a queue or work item preference for a given group of agents. For a given group or agent with limited capacity, this feature controls which queues should be preferred if matching work items are found in both.
* **[Configure messaging actions](https://www.servicenow.com/docs/4bzgSeJqs_7GTu6MNO3e2g)**   
  Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.
* **[Enable logging for Advanced Work Assignment](https://www.servicenow.com/docs/XtAqAYgRb~TQTdpvJ6yV8g)**   
  Enable logging to monitor AWA routing and assignment.

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