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

  • Release version: Zurich
  • 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 Zurich

    This consolidated page provides ServiceNow customers with a comprehensive summary of Advanced Work Assignment (AWA) release notes covering upgrades from the Xanadu through Yokohama to Zurich releases. It is designed to help you prepare for your upgrade by detailing new features, changes, activation steps, and important considerations relevant to AWA functionality across these releases.

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    New Features

    • Xanadu Release:
      • Introduced External Routing functionality enabling integration of AWA with third-party contact-center-as-a-service (CCaaS) providers via an updated Admin UI.
      • Provided migration path for AWA dashboards (Interactions, Messaging, Task, and Operations) to the Next Experience interface.
      • Defined the External Routing Test Tools plugin (com.glide.awa.external.testtools) featuring a simplified ATF-based sample implementation to simulate and test external routing events.
    • Yokohama Release:
      • Enabled running AWA assignments on different nodes or cadences for individual service channels to enhance application performance and resilience.
      • Added capability for agents to provide wrap-up codes or notes on interactions or segments they handled, improving interaction tracking and wrap-up processes.
    • Zurich Release: No new features introduced.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations in AWA features between Xanadu, Yokohama, and Zurich releases.

    Activation Instructions

    • Activation of the Glide Advanced Work Assignment plugin (com.glide.awa) is required to enable AWA as part of the ServiceNow AI Platform.
    • To utilize External Routing features, activate the External Routing Support plugin (com.glide.awa-external).
    • These activation steps are consistent for both Xanadu and Yokohama releases; no changes noted for Zurich.

    Additional Requirements and Browser Support

    • No new additional requirements were introduced across these releases.
    • AWA does not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers.
    • Recommended browsers include Microsoft Edge (Chromium) and other supported modern browsers listed in ServiceNow’s browser support documentation.

    Accessibility and Localization

    No updates were made concerning accessibility or localization considerations for AWA in these releases.

    Key Outcomes for ServiceNow Customers

    • Integration with third-party CCaaS providers is streamlined through External Routing, enhancing contact center flexibility.
    • Dashboard migration to Next Experience improves usability and modernizes the AWA user interface.
    • Running assignments on separate nodes/cadences per service channel enhances system resilience and performance.
    • Agent wrap-up capabilities facilitate better interaction handling and reporting.
    • Clear activation guidelines ensure seamless enabling of core and external routing functionalities.
    • Browser requirements ensure optimal performance and user experience by focusing on supported modern browsers.

    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.

    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.

    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.
    Use
    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.

    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.

    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.

    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.

    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).

    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.

    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.

    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.

    Zurich

    		 No updates for this release.

    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.

    Zurich

    		 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.

    Zurich

    		 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.

    Zurich

    		 No updates for this release.