Service channels
- UpdatedAug 1, 2024
- 2 minutes to read
- Xanadu
- Advanced Work Assignment
Provide customer support by automatically routing incoming work to agents through service channels.
A service channel is a means of assigning a specific type and scope work to agents. You can configure base system service channels to set the context and attributes that define work handled in the channel, or create your own custom service channel.
You can also set up a custom service channel to address work that is not supported in the base system channels. For more information, see Set up a custom service channel.
- Agent capacity: Amount of work that can be handled by the agents supporting the channel.
- Filters: Conditions that filter the type of work handled in the channel.
- Utilization: Conditions that determine when work items are generated.
- Create the agent inbox card layout used in Agent Workspace.
- Set capacity overrides for specific agents.
- Review and modify associated work item queues. For the Chat service channel, you can create queues using the Queues related list.
Related Content
- Advanced Work Assignment home page
Explore, implement, and maintain ServiceNow Advanced Work Assignment using a home-page experience. Discover AWA, install relevant plugins, and configure settings for AWA through the Advanced Work Assignment home page available to admins.
- Get started with Advanced Work Assignment
To implement Advanced Work Assignment, complete these initial configuration and setup steps.
- Install Conversational SMS service channel
You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
- Activate Agent Affinity
You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.
- Activate Conversational Messaging
You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.
- Work items
View Advanced Work Assignment work items using the Work Items menu options.
- Work assignments
After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.
- Using Agent Affinity
Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.
- Agent Inbox controls
Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.
- Advanced Work Assignment Inbox Sentiment display
Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.
- Management
Configure Advanced Work Assignment properties using the Management menu options.
- Configure messaging actions
Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.
- Enable logging for Advanced Work Assignment
Enable logging to monitor AWA routing and assignment.