Create a work item size override if you want Agent Affinity to calculate an agent's workload using a work item size other than the default.

Before you begin

Role required: awa_admin or admin

Procedure

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

      In the Essential settings section, select Set up service channels.

    • All > Advanced Work Assignment > Service Channels.
  2. Select the service channel.
  3. On the form, select the Work Item Size Override list.
    • To create an override, select New.
    • To change an existing override, select the override that you want to update.
  4. On the form, fill in the fields.
    Table 1. Change work item size form
    FieldDefinition
    Name Name of the override.
    Service Channel Service channel that is assigned to the override.
    Override Size Size to use instead of the default.
    Order Order in which Advanced Work Assignment considers this size override.
    Condition mode Type of condition for routing work items using this size override:
    • Simple: Specify a routine condition using the condition builder.
    • Advanced: Specify a JavaScript scripted condition.
    Conditions Condition that applies to the override work item sizes. This field appears when you select Simple in the Condition mode field.
    Script JavaScript condition statement that specifies the override work item size. The condition must evaluate to true. This field appears when you select Advanced in the Condition mode field.
  5. Select Submit to create the override or Update to change the override.