Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Now Platform capabilities
Table of Contents
Choose your release version
    Home Orlando Now Platform Capabilities Now Platform capabilities Advanced Work Assignment Work item queues

    Work item queues

    • 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

    Work item queues

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

    AWA administrators can create or modify queues based on customer need. As part of creating or modifying a queue, the awa_admin identifies some information about the queue, including the service channel to which the queue belongs and which agent groups handle the incoming work items.

    The awa_admin can select a schedule that defines when the queue is available and identify a time limit within which an agent should accept a work item in the queue. If the selected service channel is Chat, the awa_admin creates the chat messages that are displayed to users.

    Routing conditions identify the work items that are routed to a queue. Create routing conditions in one of two ways:
    • Simple: use a condition builder to select routing conditions. The fields available for selection are based on the selected service channel.
    • Advanced: use a JavaScript script to identify routing conditions.

    The awa_admin can also create a queue without routing conditions so that work items are not routed to that queue automatically. Customers can manually assign work items to the queue or assign work items using assignment tools such as matching rules or Flow Designer.

    When a case in a queue is assigned manually, the case is removed from the queue. The state of the work item is set to Canceled and the cancellation reason is set to Manually assigned.

    Note: New work items may not be assigned if they are routed to queues containing more than 10,000 work items in the queued state.

    Configure routing rules that use chat context variables

    You can specify queue routing rules that use chat context variables in the condition builder. You define chat context variables in Chat Setup. These variables can store contextual information that can be used in routing conditions that control where chat work items are routed.

    For example, you can define chat context variables to store user responses from pre-chat surveys. If you store these responses in chat context variables, such as a user's department or a product name, you can specify the context variables in queue routing conditions to direct where the live chat is routed. When you specify a routing condition using the condition builder, you can dot walk to the Context fields. In the fields menu, select Show Related Fields and open the fields menu again to select Context → Interaction Context fields.

    Show Context related table fields in the Work item routing condition builder
    You can then select from the available chat context variables in the condition builder. For example, choosing csp_category becomes Context.csp_category.

    Assign pools of agents eligible to work on a queue

    Assign one or more agent groups to a queue using the Eligibility Assignment related list. These groups are eligible to receive work items from the queue, which allows work to get prioritized to eligible agents.

    Select an agent assignment rule and any eligibility time constraints for each group. The eligibility time constraints are used to determine when the next pool of agents is eligible for assignment. For example, you can assign one group to handle work items immediately and a second group to handle the overflow from the first group after work items sit in the queue for a specified amount of time.

    Note: If no groups are assigned to a queue, work items can be routed to the queue but Advanced Work Assignment does not assign them.

    Create a sort order for a queue

    Use the Work Item Sort Order related list to create one or more sort conditions for work items in a queue. For each sort condition, specify a field from the selected service channel table and the direction to sort, either ascending or descending. Items in the queue are sorted and assigned to agents based on these conditions.

    • Create a work item queue

      Define or modify a queue so that you can determine which specific work items are routed automatically to agents through a given service channel.

    • Define agent pools eligible for assignment

      Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables AWA to find a qualified agent from a wider pool of agents.

    • Set work item sort order

      Specify the order in which work items in a queue are sorted.

    • Tutorial: Route interactions by context

      Learn how you can configure Advanced Work Assignment to route conversations to agents according to the context of the conversation.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Work item queues

      • 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

      Work item queues

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

      AWA administrators can create or modify queues based on customer need. As part of creating or modifying a queue, the awa_admin identifies some information about the queue, including the service channel to which the queue belongs and which agent groups handle the incoming work items.

      The awa_admin can select a schedule that defines when the queue is available and identify a time limit within which an agent should accept a work item in the queue. If the selected service channel is Chat, the awa_admin creates the chat messages that are displayed to users.

      Routing conditions identify the work items that are routed to a queue. Create routing conditions in one of two ways:
      • Simple: use a condition builder to select routing conditions. The fields available for selection are based on the selected service channel.
      • Advanced: use a JavaScript script to identify routing conditions.

      The awa_admin can also create a queue without routing conditions so that work items are not routed to that queue automatically. Customers can manually assign work items to the queue or assign work items using assignment tools such as matching rules or Flow Designer.

      When a case in a queue is assigned manually, the case is removed from the queue. The state of the work item is set to Canceled and the cancellation reason is set to Manually assigned.

      Note: New work items may not be assigned if they are routed to queues containing more than 10,000 work items in the queued state.

      Configure routing rules that use chat context variables

      You can specify queue routing rules that use chat context variables in the condition builder. You define chat context variables in Chat Setup. These variables can store contextual information that can be used in routing conditions that control where chat work items are routed.

      For example, you can define chat context variables to store user responses from pre-chat surveys. If you store these responses in chat context variables, such as a user's department or a product name, you can specify the context variables in queue routing conditions to direct where the live chat is routed. When you specify a routing condition using the condition builder, you can dot walk to the Context fields. In the fields menu, select Show Related Fields and open the fields menu again to select Context → Interaction Context fields.

      Show Context related table fields in the Work item routing condition builder
      You can then select from the available chat context variables in the condition builder. For example, choosing csp_category becomes Context.csp_category.

      Assign pools of agents eligible to work on a queue

      Assign one or more agent groups to a queue using the Eligibility Assignment related list. These groups are eligible to receive work items from the queue, which allows work to get prioritized to eligible agents.

      Select an agent assignment rule and any eligibility time constraints for each group. The eligibility time constraints are used to determine when the next pool of agents is eligible for assignment. For example, you can assign one group to handle work items immediately and a second group to handle the overflow from the first group after work items sit in the queue for a specified amount of time.

      Note: If no groups are assigned to a queue, work items can be routed to the queue but Advanced Work Assignment does not assign them.

      Create a sort order for a queue

      Use the Work Item Sort Order related list to create one or more sort conditions for work items in a queue. For each sort condition, specify a field from the selected service channel table and the direction to sort, either ascending or descending. Items in the queue are sorted and assigned to agents based on these conditions.

      • Create a work item queue

        Define or modify a queue so that you can determine which specific work items are routed automatically to agents through a given service channel.

      • Define agent pools eligible for assignment

        Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables AWA to find a qualified agent from a wider pool of agents.

      • Set work item sort order

        Specify the order in which work items in a queue are sorted.

      • Tutorial: Route interactions by context

        Learn how you can configure Advanced Work Assignment to route conversations to agents according to the context of the conversation.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login