View a list of unassigned task work items in Advanced Work Assignment, such as cases and incidents, that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are unassigned.

Before you begin

Role required: awa_manager or admin

Procedure

  1. Navigate to All > Advanced Work Assignment > Management > Unassigned Task Work Items.
    • To create a task, click New.
    • To modify an existing task, select the task to be updated.
  2. On the form, fill in the fields.
    Table 1. Work Item form
    FieldDescription
    Active Whether the task is still being worked on or is complete.
    Display Name Task name.
    Offered on Date that the task was first offered to an agent.
    State List that shows the status of the task:
    • Accepted
    • Cancelled
    • Pending Accept
    • Queued
    Assignment rule Rule that assigns cases that meet the matching rule criteria to a customer service agent.
    Exceeded Queue Target Wait Time Task that has waited longer than the target wait time of the queue.
    Rejected Task that was rejected by the agent.
    Timed Out Task that has exceeded the timeout specified in the assignment rule.
    Assigned to User that is assigned to the task.
    Document ID Document ID that is assigned to the task.
    Previous Work Item Reference to a previous work item for the same Document ID.
    State changed on Date that the task state was most recently changed.
    Cancelled reason Reason that the task was canceled:
    • Disqualified from service channel
    • Manually assigned
    • Time out
    • Transfer was cancelled or rejected
    Is Dismissed Whether the task has been dismissed.
    Work Item Size Amount of an agent's capacity that is used if this task is assigned.
    Wait time Length of time the task has waited in the queue before being assigned.
    Assignment group Group that is assigned to the task.
    Document table Document table that is assigned to the task.
    Queue Queue that is assigned to the task.
  3. Click Submit to create the task or Update to modify the task.