--- 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 home page # Advanced Work Assignment home page {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Advanced Work Assignment Home Page The Advanced Work Assignment (AWA) home page is designed for both new and experienced users to explore, implement, and maintain AWA in ServiceNow. It provides a guided experience, helping users configure essential and advanced settings to achieve efficient work assignment processes. Show full answer Show less ## Key Features * **Guided Configuration:** Cards lead users through essential settings like service channel creation, queue configuration, and assignment rules. * **Plugin Management:** Users can view and install available plugins to enhance AWA functionality, with quick access to installation options. * **Helpful Resources:** Access to videos and documentation to support user learning and implementation efforts. * **Installation Requirements:** The AWA home page is available after installing the Omni-Experience Standard Feature Set from the ServiceNow Store. ## Key Outcomes By utilizing the AWA home page, customers can effectively set up and manage AWA, ensuring that work is routed efficiently to the right agents. Key outcomes include improved service delivery through better work item routing, enhanced agent productivity with customized settings, and the ability to leverage targeted plugins that meet specific organizational needs. Explore, implement, and maintain ServiceNow® Advanced Work Assignment using a home-page experience. Discover AWA, install relevant plugins, and configure settings for AWA through the Advanced Work Assignment home page available to admins. ## Advanced Work Assignment home page advantages {#awa-admin-console-home__section_xsh_y2h_fvb} The Advanced Work Assignment home page makes it easy for you to get started and work toward achieving positive outcomes with your implementation. The Advanced Work Assignment home is ideal for first-time users who have never installed or configured Advanced Work Assignment (AWA), to experienced users looking to expand capabilities and maintain existing implementations. AWA home provides the following features: * Cards that guide you through the order of essential settings, like creating service channels, configuring queues, and adding assignment rules. Cards that redirect you to additional and advanced settings, such as configuring presence states, setting up reject reasons, determining universal capacity, setting up agent affinity, and establishing shift-based assignments. * Lists of installed and available plugins. * Quickly install plugins through the plugin page. The plugin page appears in either a new window or tab after selecting any Get \[plugin\] button. The plugin page opened dialog box appears on the home page, where you can select Not Now to continue with your current home page experience or Done to refresh the home page after your plugin's installation. * Access to helpful resources and videos to help you learn more about configuring and managing AWA. {#awa-admin-console-home__ul_oyb_314_15b} Navigate to Advanced Work AssignmentHome to start exploring AWA features. Important: The AWA home page appears after you have installed and updated the Omni-Experience Standard Feature Set to the latest version through the ServiceNow Store. Existing customers don't need to install it from the store. However, subsequent updates are available there. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). ## Planning, installing, and exploring AWA {#awa-admin-console-home__section_uqs_z2h_fvb} If you've never installed AWA, the Advanced Work Assignment home page prompts you to do so first. Before implementing AWA, take some time to reflect on a few important questions in the Think through these questions with your team Think through these questions with your team list. These questions are meant to help you envision the AWA experience that you need and want for your business. Expand the available questions to explore more thoughtful considerations, such as what queues would work best for your team and what skills does your team have. The layout of the home page may vary, depending on which features you've installed and configured. First, install the required plugin : Install the Advanced Work Assignment plugin to begin. Select Get Advanced Work Assignment plugin to install it. Note: Only users with the sys_admin role can install a plugin from the Advanced Work Assignment home page. For example, if a user with the awa_admin role tried to install the Advanced Work Assignment plugin, they're prompted to contact their administrator for installation. After the Advanced Work Assignment plugin is installed, all AWA home page options are available in the application navigator for users with the admin and awa_admin roles. Get targeted routing capabilities : Activate org-specific AWA plugins through the Get plugin button to route work items to the right agents for ServiceNow® IT Service Management (ITSM), ServiceNow® Customer Service Management, and ServiceNow® HR Service Delivery (HRSD) plugins. These plugins enable org-specific service channels in AWA including configured data and demo data. Get the most popular plugins : After installing any of the targeted routing capabilities plugins, install these popular plugins to boost your AWA experience. * Agent Chat: The Agent Chat plugin enables the Chat service channel in AWA and chat monitoring in Agent Workspace. * Walk-up Experience: The Walk-up Experience plugin activates the walk-up contact service channel for pre-built technology lounges. * Performance Analytics: The Performance Analytics plugin activates the Performance Analytics Content Pack for AWA. {#awa-admin-console-home__ul_fmf_z42_nvb} Watch and learn : Watch the embedded AWA implementation guide for more information about installing and implementing AWA directly from the right side of the home page. Helpful Resources : Explore the helpful AWA resources such as release notes, product documentation, and ServiceNow Community forums and content directly from the right side of the home page. These resources give you information to understand the configuration process and the benefits of setting up AWA features. Installed Plugins : View a list of installed plugins. Admin role users can select a plugin's link to have that application's plugins page appear in a separate window or tab. Available Plugins : View a list of available plugins that help save time setting up AWA. Admin role users can select a plugin's link to have that application's plugins page or ServiceNow Store site appear in a separate window or tab. Awa_admin role users can view a store app's plugin page to learn about the plugin, but only admin role users can install plugins. ## Configuring essential AWA settings {#awa-admin-console-home__section_jzx_bfh_fvb} Follow the order of the guided configuration setup to establish your AWA settings in the most logical order. {#awa-admin-console-home__table_f3q_ldp_15b__entry__3} | Card | Feature | Description | |-|-|-| | | [Create Service Channels](https://www.servicenow.com/docs/gGp1Fr1DyjBMBU4DIPdpbg "Create or configure a service channel that is used in Advanced Work Assignment (AWA).") | Give customer support by automatically routing incoming work to agents through service channels. Service channels assign a specific type and scope of work to agents. | | | [Configure work item queues](https://www.servicenow.com/docs/3r2LL_3PO4Ek~a9xV5vMGA "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.") | Determine routing conditions and destinations for queues. | | | [Add assignment rules](https://www.servicenow.com/docs/FDA6zXSoS2wIzlSj3CgSGw "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.") | Establish assignment criteria to agents who either have gone the longest without being assigned a work item, have the most work availability, or have the needed skills. | [Table 1. Essential settings cards] {#awa-admin-console-home__table_f3q_ldp_15b} ## Configuring additional and advanced AWA settings {#awa-admin-console-home__section_a4d_dfh_fvb} The additional card settings expand your organization's ability to maximize productivity with AWA. {#awa-admin-console-home__table_rks_5pm_jvb__entry__3} | Card | Feature | Description | |-|-|-| | | [Customize presence states](https://www.servicenow.com/docs/RVKXA0klWyyEbWbax__E~g "Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox.") | Configure availability states that agents use to indicate whether they can receive work or are offline or away. | | | [Configure reasons for rejections](https://www.servicenow.com/docs/mrIioUg80y_NalCNccWF~g "Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. A reject reason can apply to all service channels or a single channel that you specify.") | Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. | | | [Determine agent capacity](https://www.servicenow.com/docs/leQpk6PFWTgk5Bwze99Eng "Prevent an agent from being assigned too many work items by configuring the agent's maximum universal capacity. If the agent's maximum universal capacity has been reached, additional work items won’t be assigned to the agent.") | Configure your team's maximum universal capacity to prevent an agent from being assigned too many work items. If the agent's maximum universal capacity has been reached, additional work items aren't assigned to the agent. | | Select See More to view this card. | [Define assignment groups](https://www.servicenow.com/docs/5HN9nYZY8LFpOLbcoCKwng "Create or manage groups that have associated Advanced Work Assignment queues.") | Create groups of user sets who share a common purpose. | [Table 2. Additional settings cards] {#awa-admin-console-home__table_rks_5pm_jvb} Advanced settings cards appear conditionally after installing their respective plugin.{#awa-admin-console-home__table_sld_cqm_jvb__entry__3} | Card | Feature | Description | |-|-|-| | | [Set up Agent Affinity](https://www.servicenow.com/docs/vTx7ExqlliLgLiGkS2iufg "Create or change the Agent Affinity rules that route work items in Advanced Work Assignment.") | Install the Agent Affinity plugin for this card to conditionally appear. Create or change the Agent Affinity rules that route work items in Advanced Work Assignment. | | | [Set up shift-based assignment](https://www.servicenow.com/docs/FDA6zXSoS2wIzlSj3CgSGw "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.") | Install either one or both of the following plugins for this card to conditionally appear: * Workforce Optimization for Customer Service * Workforce Optimization for ITSM {#awa-admin-console-home__ul_qvq_p34_jvb} Assign work items to agents based on shifts. | [Table 3. Advanced settings cards] {#awa-admin-console-home__table_sld_cqm_jvb} *[\>]: and then