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Advanced Work Assignment (AWA) FAQs
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on 07-26-2021 01:29 PM - edited a week ago
- Advanced Work Assignment
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Advanced Work Assignment home page
Explore, implement, and maintain ServiceNow® \n 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\n available to admins.
Advanced Work Assignment home page advantages
The Advanced Work Assignment home page makes it easy for you to get started and\n work toward achieving positive outcomes with your implementation. The Advanced Work Assignment home is ideal for first-time users who have never\n installed or configured Advanced Work Assignment ( AWA ), to experienced users looking to expand capabilities and\n maintain existing implementations.
- Cards that guide you through the order of essential settings, like creating service\n channels, configuring queues, and adding assignment rules. Cards that redirect you to\n additional and advanced settings, such as configuring presence states, setting up reject\n reasons, determining universal capacity, setting up agent affinity, and establishing\n shift-based assignments.
- Lists of installed and available plugins.
- Quickly install plugins through the plugin page. The plugin page appears in either a\n new window or tab after selecting any Get [plugin] button. The\n plugin page opened dialog box appears on the home page, where you can select\n Not Now to continue with your current home page experience or\n Done to refresh the home page after your plugin's\n installation.
- Access to helpful resources and videos to help you learn more about configuring and\n managing AWA .
Navigate to Advanced Work Assignment > Home to start exploring AWA features.
Planning, installing, and exploring AWA
If you've never installed AWA , the Advanced Work Assignment home page prompts you to do so first. Before implementing\n AWA , take some time to reflect on a few important\n questions in the Think through these questions with your team Think through these questions\n with your team list. These questions are meant to help you envision the AWA experience that you need and want for your business.\n Expand the available questions to explore more thoughtful considerations, such as what\n queues would work best for your team and what skills does your team have.
The layout of the home page may vary, depending on which features you've installed and\n configured.
Activate org-specific AWA plugins through the Get plugin button to route work items to the right agents for ServiceNow® \n IT Service Management ( ITSM ), ServiceNow® \n Customer Service Management , and ServiceNow® \n HR Service Delivery (HRSD) plugins. These plugins enable org-specific service channels in AWA including configured data and demo data.
- Agent Chat : The Agent Chat plugin enables the Chat service channel in AWA and chat monitoring in Agent Workspace .
- Walk-up Experience : The Walk-up Experience plugin activates the walk-up contact service channel for pre-built technology lounges.
- Performance Analytics : The Performance Analytics plugin activates the Performance Analytics Content Pack for AWA .
Configuring essential AWA settings
Follow the order of the guided configuration setup to establish your AWA settings in the most logical order.
Configuring additional and advanced AWA settings
The additional card settings expand your organization's ability to maximize productivity\n with AWA .
- Service channels
- Work assignments
- Using Agent Affinity
- Agent Inbox controls
- Get started with Advanced Work Assignment
- Install Conversational SMS service channel
- Activate Agent Affinity
- Activate Conversational Messaging
- Configure messaging actions
- Enable logging for Advanced Work Assignment
COMMENTS
Use Advanced Work Assignment (AWA) to automatically assign 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.
The Advanced Work Assignment (AWA) module rethinks work assignment within ServiceNow. Currently, many implementations see work being routed via set conditions within scripts or assignment rules to assign work to particular groups or users.
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Unsure where to start when troubleshooting Advanced Work Assignment? This article provides information about AWA architecture that may help resolve your issue. Advanced Work Assignment (AWA) was introduced.
Learn more about ServiceNow's Advanced Work Assignment, and get answers to your questions on how to route your work using agent availability, capacity, and skills!
Advanced Work Assignment home page - Product Documentation: Washington DC - Now Support Portal.
ServiceNow Overview of Advanced Work Assignment and Agent Affinity and their implementation - Now Learning.
Agent Chat & Advanced Work Assignment (AWA) Workshop: Introduction. For the most benefit, we recommend watching the Agent Chat & Advanced Work Assignment (AWA) Workshop playlist in...
ServiceNow Use Advanced Work Assignment (AWA) to route and assign a case to particular agents based on affinities - Now Learning.
Victor Chen and Eliza Orchard show how to use Advanced Work Assignment to route your users to agents with the right set of skills to resolve their issues.