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

  • Release version: Zurich
  • Updated August 11, 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 release notes document summarizes all updates, new features, changes, removals, and activation details for Advanced Work Assignment (AWA) as customers upgrade from the Xanadu release family through Yokohama to Zurich. It is designed to help ServiceNow customers prepare effectively for their upgrade by providing a clear overview of what to expect and any required pre- and post-upgrade actions.

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    Key Features Introduced

    • Xanadu Release:
      • Enhanced integration with third-party contact-center-as-a-service (CCaaS) providers through the new External Routing functionality, configurable via the updated Admin UI.
      • Migrated AWA dashboards (Interactions, Messaging, Task, Operations) to the Next Experience interface for improved usability.
      • Introduced the External Routing Test Tools plugin providing an ATF-based sample implementation to test and validate external routing via REST calls, helping verify modified components with demo data payload alignment.
    • Yokohama Release:
      • Enabled running AWA assignments on different nodes or cadences per service channel to enhance performance and application resilience.
      • Added the ability for agents to provide wrap-up codes or notes on interactions or segments they participated in, improving interaction handling and reporting.
    • Zurich Release: No new feature updates were introduced.

    Changes, Removals, and Deprecations

    Between Xanadu and Zurich releases, there were no documented changes, removals, or deprecations to Advanced Work Assignment features.

    Activation and Requirements

    • Advanced Work Assignment is enabled by activating the Glide Advanced Work Assignment plugin (com.glide.awa).
    • To utilize External Routing functionality, customers must activate the External Routing Support plugin (com.glide.awa-external).
    • Browser compatibility excludes mobile devices, Internet Explorer, and legacy Microsoft Edge browsers. Supported browsers include Microsoft Edge Chromium and other modern browsers as listed in ServiceNow’s browser support documentation.
    • No additional or changed requirements, accessibility, or localization considerations were introduced between these releases.

    Practical Implications for ServiceNow Customers

    Customers upgrading from Xanadu or Yokohama to Zurich should focus on:

    • Leveraging the External Routing integration to connect AWA with third-party CCaaS platforms, enhancing contact center workflows.
    • Transitioning AWA dashboards to the modern Next Experience UI for improved user interaction and administration.
    • Utilizing the External Routing Test Tools plugin to validate external routing implementations safely before production deployment.
    • Configuring assignments per service channel to optimize resource allocation and system resilience.
    • Empowering agents with wrap-up codes and notes functionality to improve interaction tracking and quality management.
    • Ensuring activation of the necessary plugins and verifying browser compatibility for optimal performance.

    No feature removals or deprecations mean existing functionalities remain stable through Zurich, simplifying upgrade planning.

    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.