Advanced Work Assignment in Accounts Payable Operations

Advanced Work Assignment (AWA) automatically assigns work items to Accounts Payable Operations agents based on their availability, capacity and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. The work items are available in Agent workspace inbox.

Customers use different channels to request service, for example, email, chats, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items. AWA automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide.

For more information about AWA, refer Advanced Work Assignment.

Note:

Check your entitlements to determine whether you have access to Advanced Work Assignment in Accounts Payable Operations in Source-to-Pay Operations Professional.

• Setting up Advanced Work Assignment for Accounts Payable Operations
  Set up the AWA and required plugins through the plugin page after selecting any Get [plugin]button on the Advanced Work Assignment home page.

Related concepts

• Invoice case categories and subcategories
• Using Invoice Case Management
• Using Accounts Payable Invoice Processing
• Using Advanced Work Assignment for Accounts Payable Operations
• Interaction management in Accounts Payable Operations
• Composing emails with predefined content from the Source-to-Pay Workspace
• Universal Request in Accounts Payable Operations
• Playbook for updating the invoice primary data
• Using Supplier Collaboration Portal in APO

Related tasks

• Create a knowledge base article about invoice
• Configure Advanced Work Assignment for Accounts Payable Operations
• Working with Advanced Work Assignment