---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Advanced Work Assignment

# Advanced Work Assignment {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Advanced Work Assignment (AWA) automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.

## Get started {#awa-application-landing-page__section_c15_33y_mwb}

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| [ExploreLearn about Advanced Work Assignment (AWA) concepts and features.](https://www.servicenow.com/docs/wehAIdtXk8jB16oQC~O7lA "Use Advanced Work Assignment (AWA) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.") | [Configure Install Advanced Work Assignment (AWA) and activate relevant plugins. Set up AWA to automatically assign work items to qualified agents using defined work item queues, routing conditions, and assignment criteria.](https://www.servicenow.com/docs/ZXjQ__VPRttAM9qRD08lFw "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).") | [UseUse Advanced Work Assignment (AWA) to compose SMS conversations, check work items and AWA events, and enable logging.](https://www.servicenow.com/docs/6ddqCpLzvJCbYBwwMyWSKw "The following sections detail how awa_manager or awa_agent roles can use Advanced Work Assignment (AWA) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.") |
| [Analytics \& Reporting SolutionsWork with dashboards, like Platform Analytics Solutions, to analyze information.](https://www.servicenow.com/docs/eviLS21bbkKXK6VucnK0jw "The following sections review advanced analytics and Platform Analytics Solutions. Advanced analytics equips you to view cards that represent the Advanced Work Assignment dashboards that you can access.") | [ReferenceGet Advanced Work Assignment (AWA) details for domain separation, components, and properties.](https://www.servicenow.com/docs/k2ZHZLEKuU5~OTqfBaMeDQ "The following sections detail the installed components and properties for Advanced Work Assignment (AWA), along with domain separation and performance statistics information.") |   |
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{#awa-application-landing-page__table_ev3_ndm_v4b}