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    Home Orlando Now Platform Capabilities Now Platform capabilities Advanced Work Assignment

    Advanced Work Assignment

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    Advanced Work Assignment

    Use the ServiceNow®Advanced Work Assignment (AWA) feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.

    Customers use different channels to request service, for example, chats, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items.

    AWA automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide. Queues can be defined based on need or type, for example product or critical cases. You also identify the agent groups responsible for work in the queue. AWA then applies assignment rules that you set and uses agent availability, capacity, and skills (if defined) to assign work to the most qualified agent.

    Diagram that shows the main components in Advanced Work Assignment: work items in service channels, routing work items to queues, and assigning work items to agents.

    Advanced Work Assignment components

    Service channels
    A means of providing customer service. AWA offers base system channels for chats, cases, incidents, and walk-up centers. For each channel, you can set attributes such as agent capacity and utilization conditions to control the work handled in the channel.
    Work items
    A single piece of work to be handled by an agent from start to completion. For example, one chat or one case are objects that are routed and assigned to agents.
    Work item queues
    A queue stores a specific type of work item for a service channel. AWA admins can create queues that focus on certain types of support within the channel, such as VIP customers or critical cases. AWA routes work items to queues based on specific conditions or requirements that you define, such as customer status, or region. Groups assigned to each queue handle the incoming work items. Once work items are placed in a queue, AWA can then assign items to available agents based on assignment rules and agent availability and capacity.
    Assignment groups
    Agents belong to specific groups that are organized by the type of work assigned to them. You provide details about an assignment group including the name and description, manager, and group email. You can also set up roles, groups and group members, queues, and agent capacity overrides for agents in an assignment group.
    Assignment rule
    Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group.
    Agent capacity
    The maximum number of work items on a particular service channel that an agent may actively work on at one time.
    Agent availability
    States that indicate agent presence and whether the agent is available for work or is busy or offline. AWA uses the agent availability state to determine if an agent is able to receive work.
    Inbox layout
    A configuration tied to a service channel that defines which fields of a record representing a work item are shown in agent inboxes. A layout defines what the agent sees in Agent Workspace.

    Advanced Work Assignment roles

    AWA adds the following roles for users who configure, manage, and receive work assignments.
    Role title [name] Description
    AWA administrator

    [awa_admin]

    Admin role for the AWA feature. Configures and administers across all channels.
    AWA manager

    [awa_manager]

    Manager role for the AWA feature. Monitors performance of agents across all service channels.
    AWA agent

    [awa_agent]

    Agent role for the AWA feature. Handles customer interactions and manages workload across multiple service channels.
    AWA developer

    [awa_integration]

    Developer role for using the AWA API.

    Basic process for configuring AWA

    Users with the awa_admin role determine:
    • What to route – Configure the base service channels to be used.
    • Where to route – Define the work item queues and the routing rules, execution order, work item sort order, and strategy
    • How to assign work items – Define the assignment rules that determine the work items pushed to agents
    • What the agent sees – Set the inbox card layouts and presence (availability) states that agents use in their Agent Workspace inbox.
    For details on the AWA components and related configuration, see these sections.
    • Get started with Advanced Work Assignment
    • Service channels
    • Work item queues
    • Work assignments
    • Using Agent Affinity
    • Agent Inbox controls
    • Create or modify a work item size override
    • Out-of-the-box Performance Analytics Solutions for Advanced Work Assignment
    • Get started with Advanced Work Assignment

      To implement Advanced Work Assignment, complete these initial configuration and setup steps.

    • Service channels

      Provide customer support for your full range of incoming work by automatically routing work to agents through service channels.

    • Work item queues

      In Advanced Work Assignment, queues store a specific type of work item for a service channel.

    • Work assignments

      After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment pushes work to the most qualified agent using the assignment criteria that you specify.

    • 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.

    • Management

      Configure Advanced Work Assignment properties using the Management menu options.

    • Enable logging for Advanced Work Assignment

      Enable logging to monitor AWA routing and assignment.

    • Analytics and Reporting Solutions for Advanced Work Assignment

      Analytics and Reporting Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

    Related topics
    • AWA for CSM overview

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    Release version
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      Advanced Work Assignment

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Advanced Work Assignment

      Use the ServiceNow®Advanced Work Assignment (AWA) feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.

      Customers use different channels to request service, for example, chats, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items.

      AWA automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide. Queues can be defined based on need or type, for example product or critical cases. You also identify the agent groups responsible for work in the queue. AWA then applies assignment rules that you set and uses agent availability, capacity, and skills (if defined) to assign work to the most qualified agent.

      Diagram that shows the main components in Advanced Work Assignment: work items in service channels, routing work items to queues, and assigning work items to agents.

      Advanced Work Assignment components

      Service channels
      A means of providing customer service. AWA offers base system channels for chats, cases, incidents, and walk-up centers. For each channel, you can set attributes such as agent capacity and utilization conditions to control the work handled in the channel.
      Work items
      A single piece of work to be handled by an agent from start to completion. For example, one chat or one case are objects that are routed and assigned to agents.
      Work item queues
      A queue stores a specific type of work item for a service channel. AWA admins can create queues that focus on certain types of support within the channel, such as VIP customers or critical cases. AWA routes work items to queues based on specific conditions or requirements that you define, such as customer status, or region. Groups assigned to each queue handle the incoming work items. Once work items are placed in a queue, AWA can then assign items to available agents based on assignment rules and agent availability and capacity.
      Assignment groups
      Agents belong to specific groups that are organized by the type of work assigned to them. You provide details about an assignment group including the name and description, manager, and group email. You can also set up roles, groups and group members, queues, and agent capacity overrides for agents in an assignment group.
      Assignment rule
      Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group.
      Agent capacity
      The maximum number of work items on a particular service channel that an agent may actively work on at one time.
      Agent availability
      States that indicate agent presence and whether the agent is available for work or is busy or offline. AWA uses the agent availability state to determine if an agent is able to receive work.
      Inbox layout
      A configuration tied to a service channel that defines which fields of a record representing a work item are shown in agent inboxes. A layout defines what the agent sees in Agent Workspace.

      Advanced Work Assignment roles

      AWA adds the following roles for users who configure, manage, and receive work assignments.
      Role title [name] Description
      AWA administrator

      [awa_admin]

      Admin role for the AWA feature. Configures and administers across all channels.
      AWA manager

      [awa_manager]

      Manager role for the AWA feature. Monitors performance of agents across all service channels.
      AWA agent

      [awa_agent]

      Agent role for the AWA feature. Handles customer interactions and manages workload across multiple service channels.
      AWA developer

      [awa_integration]

      Developer role for using the AWA API.

      Basic process for configuring AWA

      Users with the awa_admin role determine:
      • What to route – Configure the base service channels to be used.
      • Where to route – Define the work item queues and the routing rules, execution order, work item sort order, and strategy
      • How to assign work items – Define the assignment rules that determine the work items pushed to agents
      • What the agent sees – Set the inbox card layouts and presence (availability) states that agents use in their Agent Workspace inbox.
      For details on the AWA components and related configuration, see these sections.
      • Get started with Advanced Work Assignment
      • Service channels
      • Work item queues
      • Work assignments
      • Using Agent Affinity
      • Agent Inbox controls
      • Create or modify a work item size override
      • Out-of-the-box Performance Analytics Solutions for Advanced Work Assignment
      • Get started with Advanced Work Assignment

        To implement Advanced Work Assignment, complete these initial configuration and setup steps.

      • Service channels

        Provide customer support for your full range of incoming work by automatically routing work to agents through service channels.

      • Work item queues

        In Advanced Work Assignment, queues store a specific type of work item for a service channel.

      • Work assignments

        After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment pushes work to the most qualified agent using the assignment criteria that you specify.

      • 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.

      • Management

        Configure Advanced Work Assignment properties using the Management menu options.

      • Enable logging for Advanced Work Assignment

        Enable logging to monitor AWA routing and assignment.

      • Analytics and Reporting Solutions for Advanced Work Assignment

        Analytics and Reporting Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

      Related topics
      • AWA for CSM overview

      Tags:

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