Advanced Work Assignment
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- UpdatedAug 3, 2023
- 1 minute read
- Vancouver
- Advanced Work Assignment
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
Advanced Work Assignment (AWA) automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.