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

  • Release version: Yokohama
  • Updated July 20, 2026
  • 4 minutes to read
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    Summary of Combined Advanced Work Assignment Release Notes for Upgrades from Xanadu to Yokohama

    This consolidated release notes page covers all updates for Advanced Work Assignment (AWA) between the Xanadu and Yokohama ServiceNow releases. It is designed to help ServiceNow customers prepare for their upgrade by summarizing new features, changes, and important information related to AWA during this upgrade path.

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    The release notes clarify when no updates occurred for specific releases, ensuring customers know which versions introduced changes.

    Key Features

    • Xanadu Release:
      • Introduced External Routing functionality enabling integration of AWA with third-party contact-center-as-a-service (CCaaS) providers through an updated Admin UI.
      • Migrated AWA dashboards (Interactions, Messaging, Task, Operations) to the Next Experience interface.
      • Defined the External Routing Test Tools plugin (com.glide.awa.external.testtools), providing a simplified ATF-based implementation to test external routing REST calls and validate modified components.
    • Yokohama Release:
      • Enabled running AWA assignments on different nodes or cadences for distinct service channels, improving application performance and resilience.
      • Added the ability for agents to provide wrap-up codes or notes on interactions or segments they handled, enhancing interaction closure and reporting.

    Changes, Removals, and Deprecations

    No changes, removals, or deprecations were introduced for Advanced Work Assignment between Xanadu and Yokohama releases.

    Activation Information

    • Activation of Advanced Work Assignment: Available as a ServiceNow AI Platform feature through activation of the Glide Advanced Work Assignment plugin (com.glide.awa) in both Xanadu and Yokohama.
    • External Routing Support: Requires activation of the External Routing Support plugin (com.glide.awa-external) to enable integration with third-party CCaaS providers.

    Additional Requirements and Browser Support

    • No new additional requirements were introduced between Xanadu and Yokohama releases.
    • AWA does not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers.
    • Supported browsers include Microsoft Edge Chromium and other browsers listed in ServiceNow's browser support documentation.

    Accessibility and Localization

    No updates or changes related to accessibility or localization were noted for Advanced Work Assignment in these releases.

    Practical Implications for ServiceNow Customers

    • Customers upgrading from Xanadu to Yokohama can leverage improved AWA performance by running assignments on multiple nodes or cadences per service channel.
    • Integration with third-party contact center providers is enabled and testable via External Routing features and plugins introduced in Xanadu.
    • Agents gain enhanced interaction wrap-up capabilities, allowing better tracking and reporting of task completion.
    • Ensure activation of required plugins for AWA and External Routing functionality before or after upgrade.
    • Use supported modern browsers to access and manage AWA features effectively.

    Consolidated page of all release notes for Advanced Work Assignment from Xanadu 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 Xanadu 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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.