--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Advanced Work Assignment release notes for upgrades from Xanadu to Zurich # Combined Advanced Work Assignment release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Advanced Work Assignment Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive summary of changes, new features, and important upgrade considerations for the Advanced Work Assignment (AWA) application from the Xanadu release family through to Zurich. It is designed to assist in preparing for upgrades by highlighting relevant updates across multiple releases. Show full answer Show less ## Key Features Introduced * **External Routing Integration (Xanadu)**: Enables integration of AWA with third-party Contact Center as a Service (CCaaS) providers via an updated Admin UI and the External Routing functionality. * **Dashboard Migration (Xanadu)**: Migration of core AWA dashboards---including Interactions, Messaging, Task, and Operations dashboards---to the Next Experience interface for improved usability. * **External Routing Test Tools (Xanadu)**: Introduction of the External Routing Test Tools plugin with a simplified ATF-based sample implementation to test and verify external routing provider integrations through REST calls. * **Service Channel Enhancements (Yokohama)**: Ability to run AWA assignments on different nodes or cadences per service channel, enhancing performance and resilience. * **Agent Wrap-up Capabilities (Yokohama)**: Agents can now provide wrap-up codes or notes for interactions or segments they handled, improving interaction documentation and follow-up. ## Changes, Removals, and Deprecations No changes, removals, or deprecations were recorded for the Advanced Work Assignment application from Xanadu through Zurich releases, indicating stability in core functionality during this upgrade path. ## Activation and Requirements * **Plugin Activation:** Activation of the Glide Advanced Work Assignment plugin (com.glide.awa) is required to enable AWA features. * **External Routing Plugin:** To leverage external routing capabilities, activation of the External Routing Support plugin (com.glide.awa-external) is necessary. * **Browser Support:** AWA does not support mobile devices, Internet Explorer, or legacy Microsoft Edge. Supported browsers include Microsoft Edge (Chromium-based) and other browsers listed in ServiceNow's browser support documentation. ## Upgrade Preparation and Additional Notes * Before upgrading to Zurich, review and complete any relevant pre- and post-upgrade tasks to ensure smooth transition and functionality. * No additional requirements, accessibility updates, or localization changes were introduced in these releases. ## What Customers Can Expect ServiceNow customers upgrading Advanced Work Assignment from Xanadu to Zurich can expect improved integration options with third-party CCaaS providers, enhanced dashboard experiences, and better assignment management across service channels. The platform remains stable with no deprecated or removed features during this upgrade path. Customers should ensure the appropriate plugins are activated and use supported browsers to optimize their AWA experience. Consolidated page of all release notes for Advanced Work Assignment from Xanadu to Zurich. ## 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 Zurich. 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 Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignment-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [External routing overview](https://www.servicenow.com/docs/access?context=awa-external-routing-overview&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=awa-dashboards-migration&family=xanadu&ft:locale=en-US) : Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience. [Define external routing test implementation](https://www.servicenow.com/docs/access?context=define-extrnl-routng-plugin&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=awa-service-channels&family=yokohama&ft:locale=en-US) : Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience. [Use](https://www.servicenow.com/docs/access?context=using-awa&family=yokohama&ft:locale=en-US) : Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Advanced Work Assignment features. {#dfrn3-advancedworkassignment-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Advanced Work Assignment features or functionality were removed. {#dfrn3-advancedworkassignment-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Advanced Work Assignment features or functionality were deprecated. {#dfrn3-advancedworkassignment-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__42} | 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](https://www.servicenow.com/docs/access?context=awa-activate&family=xanadu&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). | | Yokohama | Activation information : 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](https://www.servicenow.com/docs/access?context=awa-activate&family=yokohama&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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. {#dfrn3-advancedworkassignment-summary__entry__58} | 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](https://www.servicenow.com/docs/access?context=browser-support&family=xanadu&ft:locale=en-US). | | Yokohama | Browser requirements : 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. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Advanced Work Assignment, such as specific requirements or compliance levels. {#dfrn3-advancedworkassignment-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__82} | 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](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=xanadu&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]