hello my name is elizabeth orchard and i'm an outbound product manager here at servicenow focusing on advanced work assignment today i'll be walking you through a simple implementation that takes you from just installing the plugin all the way through to a basic implementation of advanced work assignment with that said let's get started advanced work assignment leverages service channels which is just another way of defining which tables are the inputs coming in from which require routing now anything that derives from either the interaction or the task table can be made into a service channel so you can see some examples here there are requests incidents cases chat any of these items can be routed in addition to any of your custom tables that the children of those tasks or interaction tables when these items have been set up as service channels advanced work assignment will pick them up and convert them into a work item now a work item is a table that comes with the advanced work assignment plugin and essentially it's token that's passed around for advanced work assignment to be able to actually route these records the way that routes is actually using queues so on the screen here you can see some example cues there's priority hr cases standard hr cases i t chat german chat now the way that the queue system works is work items are pushed into these queues based on the criteria that you define and then later on get pushed to the individual agents now this criteria will go into further detail later on in this video but it's essentially you defining conditions of when a particular work item should enter the queue now when a work item has entered the queue it then goes to a partic it is offered to a particular agent now each of these groups is assigned to these cues and and the queue can actually have multiple assignment groups assigned to it in addition to the assignment groups being able to be attached to multiple queues now when looking to assign a work item to a particular agent advanced work assignment actually looks to leverage the agent's availability capacity and skills to make a determination on which agent is best suited now availability in this context means are they online and active or not capacity looks at their current bandwidth to see if they're able to take on any more work and skills which are actually optional with an advanced work assignment where we look to see if a work item coming in has a mandatory skill and if so then we need to find an agent that can handle that so let's look into what's required for implementing advanced work assignment there are a number of plugins that are available as of san diego for advanced work assignment um the only required plugin is that of advanced work assignment however there are a number of optional plugins also available based upon your use case so if you wish to do routing based on skills you also need to install the skills management and skill determination plugins if your particular use case covers csm hr or incidents you can actually install some accelerators that provide a lot of the um functionality that you need so all you have to do is go in and activate them for advanced reconsignment to be turned on and lastly there's a plugin available for analytics where you can actually install that and look to see how advanced work assignment is working for you and your organization now let's get into what the process looks like in this video we'll be configuring the following service channels cues assignment rules associated with the queues rejection reasons present states and lastly assignment groups we'll then be showcasing how this looks within the system and how you can verify that it's working correctly but that said let's get into it perfect so the first thing that we want to do is configure service channel now in today's video what we're looking to route is using an advanced work assignment is actually assigning incidents so the first thing we want to do is go to the menu go to the advanced work assignment module and click on service channels we will then create a new one for instance as it does not already exist now together fields what we're going to put in the name is incident the inbox order is actually the order in which chat service channel items appear within the ancient inbox now what we're going to do is set this value to 100 as we already have chats in the queue and we're looking to put these underneath chats as incidents are generally let lower priority than live chats we then set the table to be incident then the fields on the right here you can see already populate with assigned to and assignment group fields now what this means is when we actually assign this to a user the assign to field will get populated with that agent's name along with their assignment group you can actually modify these values depending on your organization needs we have the ability to define an advanced condition which is where in where we just looked to say okay if we want a surface channel that applies to only incidents from germany for example we can set a condition here that looks to see who opened instant and then if the location is germany we will be using this ser this channel however in this instance we are going to be routing all incidents through the surface channel you can also define the particular audio that would you would like when a new alert comes in and then also look to define the capacity and utilization so just walking through each of these fields the default work item size is the amount of agent capacity that's used when this work item is assigned the capacity looks to see the number of items that are automatically assigned to an agent and then the utilization condition actually looks to determine what actually constitutes an active item that counts towards the agent's workload or capacity for example if incident is in the active state then what we want to do is make this counter utilization now that we've configured our service channel what we're going to do is create that and then we're actually going to go ahead and create a new queue so we can do that either through the service channel itself or through the drop down menu available if we click into here if you haven't sold those accelerator plugin packs you may see some cues or that already exists however we want to create a new one now lq is only going to be taking in incidents that are of a high priority so we're going to name high priority set our service channel to be incident and then what we want to do is define the work item routing condition so for the conditions you can either do simple which is just using these drop-down options or advanced in which you can actually define a script now for simple what we want to do is look at the priority and set it to be one of the following critical or high now on the right here we see that there's a schedule field if nothing is set then it's set by default to be 24 7. if we go down to the bottom here we see the two fields there's target wait time which is used for metrics and kpis and the max wait time if this time is hit then the work item will timeout and it will actually be cancelled but that said we are not setting wait times today so we'll go ahead and submit this queue now because we do want this these incidents to all be routed we'll actually create another cube to handle those which are not high priority so instant medium and low prior priority again incident now down here we want to be sure to set the condition so then that there's no overlap from the previous queue that we have which is why we're sending the condition to be priority is one of moderate low or planning so let's submit that now that our cues have been set up let's go ahead and define how they actually get assigned to particular agents we have gone back to our high priority incident queue and if we scroll down we can see an assignment eligibility related list what we're going to want to do is open up a new record here and you can see that we actually assign the groups that manage this queue i have already set one up earlier named it support the next step is to define the agent assignment rule let's see what's contained within these records so within here is actually how we define assignment within the group that we assigned to manage these work-out incoming work items so what going to want to do is check incident assignment rule and you can choose to design by the person who was last assigned or by the person who has the most capacity it is from this record here that you also allow the agents to reject the incoming instant progress and reassign required incidents on timeout so if you set a time here if we say one minute if an agent has not accepted an offered incident by one minute they'll go ahead and try to reassign this incident to a different agent you can also define after timeout presence so this is where you would say if an agent turns to the array present state or unavailable present state that's when you want to reassign you can also enable skills handling in here so if you're doing skill balance routing you click in here enable skills and then they'll factor skills into the assignment so let's submit that and then create our assignment eligibility record now one thing to note is let's say no one is available within the it support queue to manage this work item coming in what we want to do is define an overflow to do so we actually create a brand new assignment eligibility record we can use the same agent assignment rule but instead we want to assign it to the backup which is actually the engineering team this will be when the i.t support group doesn't answer it will then be routed to the agents with an itsm engineering group however to ensure that they the engineering group does not get bothered upon first receiving the work we need to set the eligibility time so if we set it to one hour if an incident comes in and is offered to the original i.t support group but no one accepts it within an hour it will then be routed to the itsm engineering group to then be accepted by one of their agents the next step for us is to review the rejection reasons so what we're able to do is again go to the advanced work assignment module and go to reject reasons out of the box you have access to four separate rejection reason reasons let's go into one of them so within the the within this record we can see that the reason has a name called busy and this is actually what the agents themselves are seeing when they're trying to reject a work item that has been offered to them now we can see the options are is it selectable by agents right now should it apply across all service channels if you do not select this you need to define which service channels it applies to you can also define if it is reassignable to an agent so if a user rejects the work item that's come in saying that they're busy however there's no other agents available that work item will actually be offered back to that same agent so this is great if you do not have a large support team and you may have an instance where everyone might reject that rock item but you still need someone to handle it now lastly there's also order and this is just the order in which it displays um to the agents perfect so the next item we're going to be looking at is present states now these are the different states that the agents can set themselves to within the agent workspace so let's go into one of them within these present states first of all you can set the if agents are able to receive work items within the state the service channels that are available for agents to receive within the state you can show the different channels within the agent workspace and then you can also apply this across all groups now as we are wanting to add an incident to be a receivable when an agent is available we would add it in here however you know that we do not see it within this list that is because if we go back to the service channel record we can see that it is not active so ensure that your items are active when you create them so if we save that record and navigate back to the available present state we can see that incident is now selectable so again to reiterate what this means is if an agent marks himself as available they can receive both chats and incident records now that this is configured the last thing we want to double check is actually that the agents have access to um they both agent workspace and able to be routed um via advanced work assignment so let's go check that out now we'll be navigating to our it support group and what we see down here is that two roles have been assigned to this it support group the first is agent workspace user so this role allows agents to access their agent workspace second of all there's a awa agent which allows agents to receive work via advanced work assignment next up let's go check it out to see how it works so first of all what we're going to look at is agent workspace so right now i am logged in as our agent jake barnes and this is and he's currently in the agent workspace he's going to click on inbox and then go ahead and set his status to available now that he's available we're going to go ahead and submit an instant record and if you remember the cue that we configured requires incidents to have a high priority so let's say that now we're going to go ahead and submit this incident [Music] what you can see here is an incident has been received by jake barnes where he can accept and see the incident right from his queue so one question you may be asking is how do i know that this actually was working according to an advanced work assignment what we're able to do is go back to the instance and go to the work item table we can see in here that the incident that we created it's actually a value in here so let's see what that says within this record we can see that the wait time was 11 seconds before it's accepted it was not cancelled as work item move one and does not fulfill any of the criteria listed by these true false fields such as was it rejected did it time out these fields are all very good to use for your reporting and metric needs so that has been an example implementation for advanced work assignment just with a simple basic use case as i mentioned earlier in the video please look through the rest of the playlist to see more specific implementations that build upon this version thank you so much and i'll see you in the next video