Management

Configure Advanced Work Assignment properties using the Management menu options.

Only users with awa_manager privileges can access the Management menu options.

• Configure an agent's maximum universal capacity
  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.
• Create or change groups for Advanced Work Assignment queues
  Create or manage groups that have associated Advanced Work Assignment queues.
• AWA post work item subflow
  Configure the base system AWA post work item subflow by defining the input in Workflow Studio.

Related concepts

• Advanced Work Assignment home page
• Service channels
• Work items
• Work assignments
• Using Agent Affinity
• Agent Inbox controls
• Advanced Work Assignment Inbox Sentiment display
• Wrap up overview
• AWA group queue priorities

Related tasks

• Get started with Advanced Work Assignment
• Install Conversational SMS service channel
• Activate Agent Affinity
• Activate Conversational Messaging
• Configure messaging actions
• Enable logging for Advanced Work Assignment