Get started with Advanced Work Assignment

To implement Advanced Work Assignment, complete these initial configuration and setup steps.

Before you begin

Role required: awa_admin and admin

Procedure

1. Navigate to All > Advanced Work Assignment > Home.
2. Select Get Advanced Work Assignment plugin to install the Advanced Work Assignment plugin for your instance.
   The All Applications page opens in a new window or tab.
3. In the All Applications page, select Install and complete the installation prompts.
4. Go back to the Advanced Work Assignment (AWA) home page, and then select Done on the Plugin page opened dialog box.
   The AWA home page experience refreshes and the Get targeted routing capabilities section appears.
5. Select Get plugin to activate org-specific IT Service Management (ITSM), Customer Service Management, and HR Service Delivery (HRSD) plugins.
   The All Applications page opens in a new window or tab.
6. In the All Applications page, select Install and complete the installation prompts.
7. Go back to the Advanced Work Assignment (AWA) home page, and then select Done on the Plugin page opened dialog box.
   The AWA home page experience refreshes and the Get the most popular plugins section appears.
8. Optional: Install additional plugins through various ways.
   • Select Get plugin to install popular plugins.
   • Select the plugin name from the Available Plugins sections.
   The All Applications page opens in a new window or tab.
9. Optional: In the All Applications page, select Install and complete the installation prompts.
10. Optional: Go back to the Advanced Work Assignment (AWA) home page, and then select Done on the Plugin page opened dialog box.

    The plugin page opened dialog box only appears when you install plugins from the Get the most popular plugins section.

    The AWA home page experience refreshes and either the Get the most popular plugins section refreshes with the installed plugin or the plugin appears under the Installed Plugins section.
11. In the Essential settings section, select Set up service channels to configure the service channels that you activated.
    1. Create or change an inbox layout.
    2. Override agent capacity, as needed.
12. In the Essential settings section, select Set up queues to create work item queues for your service channels.
    Set the sort order for work items in the queue.
13. In the Essential settings section, select Set up assignment rules to configure the work assignment rules used to push work to the appropriate agents.
14. 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 that agents use to indicate whether they can receive work or are offline or away.
    2. Select Set up reject reasons to define the reasons 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 to prevent an agent from being assigned too many work items.
    4. Select Set up groups to create groups of user sets who share a common purpose.
15. 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 that route work items in Advanced Work Assignment.
    2. Select Set up Shift-based Assignment to assign work items to agents based on shifts.