Advanced Work Assignment (AWA) release notes
The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, skills. AWA was enhanced and updated in the Zurich release.
AWA highlights for the Zurich release
Use AWA with an inbox card in Workspace without an existing interaction or work item.
See Advanced Work Assignment for more information.
New in the Zurich release
- Use AWA without existing interaction or work item
- Use AWA with an inbox card in Workspace without an existing interaction or work item.
- New interaction record field
- A new interaction record field was added to indicate whether this interaction is related to a third-party provider.
Activation information
AWA 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).
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.