Advanced Work Assignment roles

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Advanced Work Assignment (AWA) is installed with these roles.

    To learn more about managing subscriptions, see Managing per-user subscriptions in Subscription Management and contact your account representative.

    AWA administrator [awa_admin]

    The AWA administrator configures and manages AWA.

    Contains Roles

    List of roles contained within the role.

    • chat_survey_admin
    • interaction_agent
    • quickactions_user
    • sn_ace.ace_user
    • sn_ci_gs_content.ci_guided_setup_admin

    Groups

    List of groups this role is assigned to by default.

    None.

    Special considerations

    Note:
    Avoid granting an admin role when more specialized roles are available.

    AWA agent [awa_agent]

    The AWA agent handles customer interactions and manages workload across multiple service channels.

    Contains Roles

    List of roles contained within the role.

    • quickactions_user
    • sn_templated_snip.template_snippet_reader

    Groups

    List of groups this role is assigned to by default.

    None.

    Special considerations

    None.

    AWA integration user [awa_integration_user]

    The AWA integration user uses the AWA integration APIs.

    Contains Roles

    List of roles contained within the role.

    None.

    Groups

    List of groups this role is assigned to by default.

    None.

    Special considerations

    None.

    AWA manager [awa_manager]

    The AWA manager monitors the performance of agents across all service channels.

    Contains Roles

    List of roles contained within the role.

    • interaction_agent
    • quickactions_user

    Groups

    List of groups this role is assigned to by default.

    None.

    Special considerations

    None.