Properties for Advanced Work Assignment

The Advanced Work Assignment Properties page provides configuration options for AWA.

If you have the admin role, you can create or change these properties by navigating to System Properties > All Properties.

表 : 1. Properties for AWA

Property	Description
AWA Routing Look-Back Time com.glide.awa.routinglookback	AWA defaults to routing work items created within the last 10 minutes. If a work item is created after 10 minutes has passed, it isn’t considered for AWA routing. For work items that are created outside of the default 10-minute window, create this system property to expand the AWA routing look-back time: Name: com.glide.awa.routinglookback Type: Integer Value: Number of seconds For example, set the property Value to 86400 (24 hours) to cover a full shift for any missed work items. Description: Number of seconds AWA looks back for routing once the work items are eligible for AWA. 注: This property affects all service channels in the system.
Disable Query business rules glide.awa.query_br_disable	If the property is enabled, AWA disables before query business rules during its execution. For example, if enabled, an instance can have a custom before-query business rule on the interaction table without affecting how AWA routes or assigns interactions. Type: true | false Default value: true Location: System Properties > All Properties
Bypass AWA Queue Max Wait Time glide.awa.bypass_max_wait_time.enabled	This property overrides the queue's max wait time value with the assignment rule's timeout value to help prevent work items from disappearing prematurely in an agent's inbox.
Enable/disable execution of subflows glide.awa.enable_routing_subflow	Enables/disables the execution of subflows defined on the AWA queues when work items are routed. Type: true | false Default value: false

For information on adding a system property, see Add a system property.