Work items
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- UpdatedJan 30, 2025
- 1 minute read
- Yokohama
- Advanced Work Assignment
View Advanced Work Assignment work items using the Work Items menu options.
Work items are a single piece of work handled by an agent from start to finish. For example, one chat or one case is an object that is routed and assigned to agents. Only users with awa_manager privileges can access the Management menu options.
Related Content
- Advanced Work Assignment home page
Explore, implement, and maintain ServiceNow Advanced Work Assignment using a home-page experience. Discover AWA, install relevant plugins, and configure settings for AWA through the Advanced Work Assignment home page available to admins.
- Get started with Advanced Work Assignment
To implement Advanced Work Assignment, complete these initial configuration and setup steps.
- Install Conversational SMS service channel
You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
- Activate Agent Affinity
You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.
- Activate Conversational Messaging
You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.
- Service channels
Provide customer support by automatically routing incoming work to agents through service channels.
- Work assignments
After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.
- Using Agent Affinity
Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.
- Agent Inbox controls
Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.
- Advanced Work Assignment Inbox Sentiment display
Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.
- Wrap up overview
When agents close an interaction, the wrap up feature enables them to enter closing details and wrap up codes for future reference.
- Management
Configure Advanced Work Assignment properties using the Management menu options.
- Configure messaging actions
Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.
- Enable logging for Advanced Work Assignment
Enable logging to monitor AWA routing and assignment.