Advanced Work Assignment (AWA) Quick Start Guide

What is considered work?

A work item is the term for the work that is being routed to an agent. They can consist of any of the following:

Incidents
Requests
Walk-up requests
Cases
Chats (Live Agent)
SMS

Work Items are stored in the awa_work_item table when being using in AWA.

Why should I implement AWA for my work items?

AWA seeks to improve the effectiveness and efficiency of your routing processes. Using its underlying intelligence, it can assign work items from a wide range of sources to those best suited to process it - freeing up your agents and their managers to focus on doing the work, rather than who to assign it to.

These features support use cases such as VIP prioritization, dynamic and context-based assignment, and omni-channel routing.

What configuration do I need to do to implement AWA for my work items?

There are two primary steps required to implement AWA. Further details can be found in the implementation guide below.

Install the plugin [glide.interaction.awa]
Configure the routing to your organization’s preferences. This involves, at a minimum, defining the following:
Service Channels
- Source of the work items e.g., Live Chat, Incidents, SMS
Queues
- Store the incoming work items that are yet to be assigned to a specific agent.
Assignment Rules
- Define how work items arriving in the queue should be handled.

Implementation Guide

See below for an overview on implementing AWA for each of the supported sources.

Create a service channel [awa_service_channel] by installing the plugin or setting up your own custom version.

Create a queue [awa_queue] to process the work item. From the related lists you can define in what order the work items should be prioritized within the queue (Work Item Sort Order) or attach an assignment rule (Assignment Eligibility).

Define how the work items get assigned:

Create assignment rules to define to whom work items should be assigned to in the queue. Add these assignment rules to the Assignment Eligibility related list in your queue record.

Define what the agent sees:

Follow the steps here to update the workspace view for the service channel

Troubleshooting Guidance

If your AWA implementation is not acting as expected, verify the below:

Navigate to System Properties [sys_properties] and ensure awa.enabled is set to true.
Queue schedules are correct – either leave them blank (available at all hours) or set a schedule.
Queues have at least one assignment rule attached in the Assignment Eligibility related list.
Ensure the Service Channel, Queue, and Assignment Rules are all set to active.
Ensure all members of the group identified within the Assignment rule have the awa_agent role, and permissions to access the work item.
Service Channels should not overlap. An example of a common mistake is to create one Service Channel for table = incident, and one for interaction.type = “incident”.
Ensure your Service Channel has been included in the “Available” presence state.

Where can I look for more information on AWA?

Agent Chat and AWA Workshop

Agent Chat, Routing, and Sidebar Forum

Advanced Work Assignment FAQs

Labels: