Learn how you can configure Advanced Work Assignment to automatically route cases to agents who speak German. Use this tutorial as a guideline to help you understand how you can route work items to agents according to their designated skills.

Before you begin:
  • Activate the Skills Management (com.snc.skills_management) plugin.
  • A basic understanding of the Skills Management feature is required.
  • To have skills automatically assigned to cases, consider activating the Skill Determination (com.snc.skill_determination) plugin.
  • Create a group of users who work in customer support.
  • Assign the awa_agent and workspace_agent roles to the customer support group.

Video link Advanced Work Assignment (AWA) Tutorial: Automatically assign work to agents by skill Watch this video for a visual representation of the following tutorial example.

Create a skill

Create a "German" skill.

Before you begin

Role required: skill_admin or admin

Procedure

  1. Navigate to All > Skills > All Skills, and then click New.
  2. Enter the following information in the fields listed:
    • Name: German
    • Active: Selected
  3. Select Submit.

Create an assignment rule that auto assigns agents' work

Create an assignment rule that routes cases according to skills.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to the assignment rules settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Essential settings section, select Set up assignment rules.

    • All > Advanced Work Assignment > Assignment Rules.
  2. Select New.
  3. Enter the following information in the fields listed:
    • Name: Case Assignment Rule with Skills
    • Assign by: Most Capacity
    • Enable auto-assign work items: Selected
      Note: Selecting this option automatically accepts chat interactions on behalf of agents. The Display options field appears and you can select either Inbox card or Inbox card and workspace tab.
    • Enable skills: Selected
    • Evaluate skill level: Cleared
    • Enforce mandatory skills: Selected
  4. Select Submit.

Create a queue

Create a queue where you can route work to agents who have the German skill.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to the queue settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Essential settings section, select Set up queues.

    • All > Advanced Work Assignment > Queues.
  2. Select New.
  3. Enter the following information in the fields listed:
    • Name: German Case Queue
    • Service channel: Case
  4. Select Submit.

Define assignment eligibility

Define who is eligible to receive cases from the German Cases queue.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to the queue settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Essential settings section, select Set up queues.

    • All > Advanced Work Assignment > Queues.
  2. Select the German Cases queue.
  3. On the form, go to the Assignment Eligibility related link and select New.
  4. In the Agent assignment rule field, select Case Assignment Rule with Skills.
  5. In the Groups field, select your customer support group.
  6. Select Submit.

Enable skill determination

Activate the skill determination business rule to tag skills for your work items.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to All > System Definitions > Business Rules.
  2. Select the Skill determination for cases record.
  3. On the form, select the Active field.
  4. Select Update.

Define a skill determination rule

Create a skill determination rule to tag the German skill to incoming cases from German speakers.

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to All > Skills > Skill Determination Rules, and then select New.
  2. Enter the following information in the fields listed:
    • Name: Skill determination for German cases
    • Active: true
    • Source table: Case [sn_customerservice_case]
    • Condition: Opened by.language is German
      Note: Search for the Show related fields option when defining the conditions to get the Opened by.language option.
    • Skills: German
  3. Select Submit.

Result

Cases that need German speakers are routed to users in Customer Service and Support who have the German skill.