foreign and I'm a technical consultant here at flight Fest today I'm going to demonstrate one of the newest features coming in with the Utah release which is the route advanced work assignment also known as AWA if you are somebody like me who has implemented AWA in the past you will know that it has a lot of chunks that you need to configure in order for a successful implementation and it is really easy to miss out on those service now have came up with a new feature with the Euro release called the AWA admin experience which makes it easier for you to implement and maintain AWA once you have the advanced work assignment plugin installed you can find the AWA admin experience under advanced work assignment home here if you do not have any popular plugins installed you will have an option to install those or get those for example I have installed the agent chat plugin right now which allows me to use AWA with chats with virtual agent or live agent down below are what they call Essential settings so these are basically the three steps you will need to complete for AWA to work step number one is to create service channels you can simply click on the setup service channels which takes you to the service Channel table here you can use another box suggestion tab or case because I have CSN installed or you can create a new service channel for your own use case Second Step would be to configure our work item queue out of the box because I have CSM installed I have customer service and consumer service you can create your own it could be idd1 idd year 2 Network support stuff like that and lastly all you have to create an assignment rule as I have into determines where to Route the work items that generate with AWA because I have 18 chat installed I do have that assignment rule within the assignment tool table you can create your own rule based upon your business case once you have these three steps completed you also get an option to configure some additional setting you can customize present state for agents these are basically the states that the agent can be in for example they can be available away or offline you also have an option to configure reasons for rejection so if your agent rejects a certain work item they can specify or they have to specify a reason why they are rejecting for example they can specify it is not within their expertise or they are busy at the moment etc etc you can also configure aging capacity how many work items is an agent able to receive at a certain event date as well as Define assignment groups on the right hand side you have a guided video or an instructor-based video that takes you through the AWA implementation it's really great that they have it embedded here so that you don't have to keep looking for it on YouTube or community you also have a bunch of helpful resources in terms of AWA for example you can access the release node AWA documentation Community forums you get a step-by-step checklist on Austin FAQ and deployment guide you can easily see what AWA related plugins you have installed right now so can I have 183rd and CSM installed but then you also get available plugins that you can install it support AWA so HR can use it itsm of course lockup experience work and this first person overview on how the AWA admin experience would make it easier for us to implement AWA moving forward and I think it's a really great setup that service now has and I hope you can get to take the most out of it thank you so much for watching [Music] foreign [Music]