Combined Advanced Work Assignment release notes for upgrades from Vancouver to Yokohama

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Yokohama.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Advanced Work Assignment to Yokohama

Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

New features

Between your current release family and Yokohama, new features were introduced for Advanced Work Assignment.


Release	Release notes
Vancouver	Evaluate skill level check box for skill-based work assignments Select the Evaluate skill level check box while creating an assignment rule to ensure that AWA reviews an agents skill levels prior to assigning the work item to the most qualified agent.
Washington DC	Added a system property The glide.awa.bypass_max_wait_time.enabled system property keeps pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met. This property defaults to true.
Xanadu	External routing overview Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality. Migrating Advanced Work Assignment Dashboards Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience. Define external routing test implementation Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events. Align the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components.
Yokohama	Service channels Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience. Using Advanced Work Assignment Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in.

Changes

Between your current release family and Yokohama, some changes were made to existing Advanced Work Assignment features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Removed

Between your current release family and Yokohama, some Advanced Work Assignment features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Deprecations

Between your current release family and Yokohama, some Advanced Work Assignment features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Activation information

Review information on how to activate Advanced Work Assignment.


Release	Release notes
Vancouver	Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment.
Washington DC	Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced work Assignment plugin (com.glide.awa). For details, see Get started with Advanced Work Assignment.
Xanadu	Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment. To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).
Yokohama	Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment. To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).

Additional requirements

If any additional requirements were introduced or changed for Advanced Work Assignment we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Advanced Work Assignment we have noted them here.


Release	Release notes
Vancouver	AWA doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers that are listed in Browser support.
Washington DC	Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers that are listed in Browser support.
Xanadu	Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge -Chromium or one of the other supported browsers that are listed in Browser support.
Yokohama	Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in Browser support.

Accessibility information

Review details on accessibility information for Advanced Work Assignment, such as specific requirements or compliance levels.


Release	Release notes
Vancouver	Content focus Content in the agent’s inbox is focusable after selecting Submit to accept or reject an incident. Forced colors The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes. This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface. sn-agent-inbox-empty sn-agent-presence-state sn-inbox-card sn-inbox-empty sn-notification-setting-popover-content sn-presence-popover-content Support for truncation The following Next Experience Components were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on. This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. sn-agent-presence state sn-inbox-card sn-presence-popover-content VoiceOver support VoiceOver now reads all content inside the Select a Reject Reason dialog box.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Localization information

If there are specific localization considerations for Advanced Work Assignment we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.

Highlight information

If there are specific highlight considerations for Advanced Work Assignment we have noted them here.


Release	Release notes
Vancouver	Route work items to the most qualified agent based on their skill level through the Evaluate skill level check box. See Exploring Advanced Work Assignment for more information.
Washington DC	Added a system property to keep pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met. See Advanced Work Assignment for more information.
Xanadu	Enable Advanced Work Assignment integration with third-party providers with the External Routing feature. Migrate the Advanced Work Assignment dashboards to Next Experience. Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation. See Advanced Work Assignment for more information.
Yokohama	Run assignments on different nodes or cadences for different service channels to improve the AWA application's performance and resilience. Provide wrap-up codes or notes for interactions or segments that the agent is involved in at the end of a call. See Advanced Work Assignment for more information.