The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, the skills. Advanced Work Assignment was enhanced and updated in the Xanadu release.

Advanced Work Assignment highlights for the Xanadu release

  • Enable Advanced Work Assignment integration with third-party providers with the External Routing feature.
  • Migrate the Advanced Work Assignment dashboards to Next Experience.
  • Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation.

See Advanced Work Assignment for more information.

New in the Xanadu release

External routing overview
Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality.
Migrating Advanced Work Assignment Dashboards
Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience.
Define external routing test implementation
Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events.

Align the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components.

UI changes

Enable external routing for queues
The external Boolean UI visibility is available in the Advanced Work Assignment - External Routing Support plugin (com.glide.awa.external), so that users who have the external queue configured pre- Xanadu can view the field post upgrade to Xanadu.

Activation information

Advanced Work Assignment is a Now Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment.

To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).

Browser requirements

Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge -Chromium or one of the other supported browsers that are listed in Browser support.

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