---
sourceDocument: Xanadu ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Get started with Advanced Work Assignment

# Get started with Advanced Work Assignment {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

To implement Advanced Work Assignment, complete these initial
configuration and setup steps.

## Before you begin

Role required: awa_admin and admin

## Procedure

1. Navigate to AllAdvanced Work AssignmentHome.
2. Select Get Advanced Work Assignment plugin to install the Advanced Work Assignment plugin for your instance.  
   The All Applications page opens in a new window or tab.
3. In the All Applications page, select Install and complete the installation prompts.
4. Go back to the Advanced Work Assignment (AWA) home page, and then select Done on the Plugin page opened dialog box.  
   The AWA home page experience refreshes and the Get targeted routing capabilities section appears.
5. Select Get plugin to activate org-specific IT Service Management (ITSM), Customer Service Management, and HR Service Delivery (HRSD) plugins.  
   The All Applications page opens in a new window or tab.
6. In the All Applications page, select Install and complete the installation prompts.
7. Go back to the Advanced Work Assignment (AWA) home page, and then select Done on the Plugin page opened dialog box.  
   The AWA home page experience refreshes and the Get the most popular plugins section appears.
8. **Optional:** Install additional plugins through various ways.
   * Select Get plugin to install popular plugins.
   * Select the plugin name from the Available Plugins sections.

   The All Applications page opens in a new window or tab.
9. **Optional:** In the All Applications page, select Install and complete the installation prompts.
10. **Optional:** Go back to the Advanced Work Assignment (AWA) home page, and then select Done on the Plugin page opened dialog box.  
    The plugin page opened dialog box only appears when you install plugins from the Get the most popular plugins section.  
    The AWA home page experience refreshes and either the Get the most popular plugins section refreshes with the installed plugin or the plugin appears under the Installed Plugins section.
11. In the Essential settings section, select Set up service channels to configure the service channels that you activated.
    1. Create or change an inbox layout.
    2. Override agent capacity, as needed.
    {#implement-awa__substeps_l2d_433_rvb}
12. In the Essential settings section, select Set up queues to create work item queues for your service channels.  
    Set the sort order for work items in the queue.
13. In the Essential settings section, select Set up assignment rules to configure the work assignment rules used to push work to the appropriate agents.
14. **Optional:** In the Additional settings section, consider configuring the following parameters to improve your AWA functionality.
    1. Select Set up presence states to configure availability states that agents use to indicate whether they can receive work or are offline or away.
    2. Select Set up reject reasons to define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox.
    3. Select Set up universal capacity to configure your team's maximum universal capacity to prevent an agent from being assigned too many work items.
    4. Select Set up groups to create groups of user sets who share a common purpose.
    {#implement-awa__substeps_u1w_cj3_rvb}
15. **Optional:** In the Advanced settings section, consider configuring the following parameters to improve your AWA functionality.  
    Note:  
    Advanced settings cards appear conditionally after installing their respective plugin.
    1. Select Set up Agent Affinity to create or change the Agent Affinity rules that route work items in Advanced Work Assignment.
    2. Select Set up Shift-based Assignment to assign work items to agents based on shifts.
    {#implement-awa__substeps_kzj_3j3_rvb}
{#implement-awa__steps_hpt_5mc_tfb}
* **[Activate Advanced Work Assignment](https://www.servicenow.com/docs/ZL1njwyUaXFyu1ExbwjlzQ)**   
  You can activate the Advanced Work Assignment plugin (com.glide.awa) if you have the admin role.
* **[Activate related plugins for Advanced Work Assignment](https://www.servicenow.com/docs/R~zlAhH2fi_wFvZ1pKvPaA)**   
  After activating the Advanced Work Assignment plugin, activate related AWA plugins to enable other base system service channels and the Performance Analytics Solutions dashboard for AWA.
* **[Move from Connect Support to Advanced Work Assignment and Agent Chat](https://www.servicenow.com/docs/NBCb248QGYKCWVMia16NEA)**   
  Move from ServiceNow® Connect Support to Agent Chat (live chat), which is the messaging system that agents use in Agent Workspace to interact with customers. Moving from Connect Support also involves using Advanced Work Assignment (AWA) to create the chat queues for routing chat work items to agents.

**Related concepts**   

* [Advanced Work Assignment home page](https://www.servicenow.com/docs/ZVe8VTNpE_0Wna~w~_70IQ "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.")
* [Service channels](https://www.servicenow.com/docs/IGB7cArnQ5xDGcxMwuTZkA "Provide customer support by automatically routing incoming work to agents through service channels.")
* [Work items](https://www.servicenow.com/docs/JOuBQp_Q2HQUNUJWPJ6_YQ "View Advanced Work Assignment work items using the Work Items menu options.")
* [Work assignments](https://www.servicenow.com/docs/pTprhYQekYjS~6jKboWQUw "After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.")
* [Using Agent Affinity](https://www.servicenow.com/docs/Tgs4YGr5TxyBsjmux4rlag "Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.")
* [Agent Inbox controls](https://www.servicenow.com/docs/r1jizzSkjOrDkpEQZVG5eQ "Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.")
* [Advanced Work Assignment Inbox Sentiment display](https://www.servicenow.com/docs/NMptvfoHxya51ggFfZIBeg "Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.")
* [Management](https://www.servicenow.com/docs/sYqXFZjTUXWTVRxIalpjIg "Configure Advanced Work Assignment properties using the Management menu options.")
* [AWA group queue priorities](https://www.servicenow.com/docs/ZwmK1Vf8pKsWOgiNWfOrlQ "Use the group queue priority feature to set a queue or work item preference for a given group of agents. For a given group or agent with limited capacity, this feature controls which queues should be preferred if matching work items are found in both.")  
**Related tasks**   

* [Install Conversational SMS service channel](https://www.servicenow.com/docs/idaYww4Uh1SzkqskymiinQ "You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.")
* [Activate Agent Affinity](https://www.servicenow.com/docs/v8mJNDvRFQgemrUlIhvzWw "You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.")
* [Activate Conversational Messaging](https://www.servicenow.com/docs/xWQN_HKbXR0c4_dmKTLFeg "You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.")
* [Configure messaging actions](https://www.servicenow.com/docs/wvry6vXbRnhOhh~MklPmIw "Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.")
* [Enable logging for Advanced Work Assignment](https://www.servicenow.com/docs/cmDln9WDYC7O7eqE23OkjQ "Enable logging to monitor AWA routing and assignment.")

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