This overview describes domain separation in the Advanced Work Assignment feature. Domain
separation enables you to separate data, processes, and administrative tasks into logical
groupings called domains. You can then control several aspects of this separation, including
which users can see and access data.
Overview
Support: Level 2
Advanced Work Assignment enables the
automatic assignment of work items to qualified agents using work item queues defined for
specific service channels. Managed Service Providers can create domain-specific queues by
specifying a particular domain as a queue routing condition.
How domain separation works in Advanced Work Assignment
When an instance has a domain hierarchy where users and groups belong to different domains,
you may need to restrict the visibility of work items to certain agents in a domain. You may
also need to ensure that work items are routed to agents in the proper domain. AWA admins
can configure service channels and associated work item queues to:
- Route work by domains
- To push work items to agents in domains where only certain tasks or interactions are
visible to them, use a routing condition that routes those items to the appropriate
queues. For example:
- To restrict a queue to only items that match exactly to a particular domain X,
specify this condition: [Domain] [is] [X]
- To route all work items in domain X and its child domains to a queue, use the
Domain Path field and specify a condition such as:
[Domain Path] [starts with] [!!!/!!#/]
- Assign work to agents in the appropriate domain
- To assign work items to agents in the appropriate domain, ensure that the assignment
groups specified in the queue Eligibility Assignment pools have agents that belong to the domains where
they can see the work items routed to the queue.
If a mismatch occurs, and agents
in an eligible assignment group cannot see a work item in a queue, AWA may
temporarily assign an item to an agent. However, before the item is moved to the
agent's inbox, AWA automatically rejects the assignment with the reason
No access. AWA reassigns the work item to a different agent
who might have access. If none of the available agents can see the work item, the
item could be rejected multiple times. The item can get stuck in the queue until the
AWA admin can correct the eligible assignment configuration.
