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.
Support level: Standard
- Includes Basic level support.
- Business logic: Processes can be created or modified per customer by the service
provider (SP). The use cases reflect proper use of the application by multiple SP
customers in a single instance.
- The owner of the instance needs to be able to configure the minimum viable product
(MVP) business logic and data parameters per tenant as expected for the specific
application.
Use case: An admin needs to be able to make comments mandatory when a record closes for
one tenant, but not for another.
Overview
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.
Warning: The item can get stuck in the queue until the AWA admin corrects the eligible assignment
configuration.
