Activate related plugins for Advanced Work Assignment

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • 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.

    You must have the admin role to activate these additional plugins for AWA.

    Targeted routing capabilities plugins

    Install the following plugins from the AWA Home experience's Get targeted routing capabilities section or the Available Plugins section. If you'd rather search for each plugin individually, see Activate a plugin.

    Plugin Description
    Advanced Work Assignment for Incidents

    [com.snc.incident.awa]

    		 Enables the Incident service channel in AWA. Includes a default configuration to support AWA for incidents.
    Advanced Work Assignment for CSM

    [com.sn_csm.awa]

    		 Enables the Case service channel in AWA. Includes configuration data supporting routing, queuing, and assignment of CSM cases.
    Advanced Work Assignment for HRSD

    [com.sn_hr_awa]

    		 Enables base system configuration data supporting routing, queuing, and assignment of HRSM cases, chats, and calls to agents.

    Popular plugins

    Install the following plugins from the AWA Home experience's Get the most popular plugins section or the Available Plugins section. If you'd rather search for each plugin individually, see Activate a plugin.

    Plugin Description
    Agent Chat

    [com.glide.interaction.awa]

    		 Enables the Chat service channel in AWA and chat messaging in Agent Workspace. Includes default configuration data for chats, including demo data.
    Walk-up Experience

    [com.snc.walkup]

    		 Activates the walk-up contact service channel for prebuilt tech lounges. Enables an IT organization to support online and off-site checkin.
    Performance Analytics Content Pack – Advanced Work Assignment

    [com.snc.pa.awa]

    		 Activates the Performance Analytics Content Pack for AWA. Provides base system KPIs.