Configure AWA queues for the proxy contact role

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

    • Modify the Advanced Work Assignment queues and add routing conditions that support the proxy contact role and the Internal contact field on the Case form.

    시작하기 전에

    Role required: admin

    이 태스크 정보

    Modify the following AWA queues:
    • For the Case service channel: Customer Service Cases
    • For the Chat service channel: Customer Service

    프로시저

    1. Navigate to All > Advanced Work Assignment > Queues.
    2. Select the Customer Service Cases queue.
    3. In the Work item routing condition field, add the following OR condition: Internal Contact is not empty.
    4. Click Update.
    5. Select the Customer Service queue.
    6. In the Work item routing condition field, add the following OR condition: Roles is sn_customerservice.proxy_contact.
    7. Click Update.