Advanced Work Assignment (AWA) automatically assigns work items to your agents based on your agent's availability, capacity, and skills. If you configure Agent Affinity with AWA, you can assign work items to the agent that is best suited to fulfill that request. Agents can also use their Agent Workspace inbox to set their availability, see their work items, and accept or reject work items.

New in the Paris release

Activation information

AWA is available with activation of the com.glide.awa plugin. For details, see Activate Advanced Work Assignment.