Using Advanced Work Assignment
The following sections detail how awa_manager or awa_agent roles can use Advanced Work Assignment (AWA ) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.
Check for an agent's presence and capacity Advanced Work Assignment , their presence status, and capacity for each of the agent's service channels to see which agent can handle a case. This list is filtered across different teams, channels in teams, and channels dashboards.Check unassigned interactions Advanced Work Assignment from chat and phone that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are not being assigned.Check unassigned task work items Advanced Work Assignment , such as cases and incidents, that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are unassigned.Check work items and AWA events AWA events.Using Agent Affinity 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 initiated SMS conversation Compose an SMS conversation Compose SMS option.