Advanced Work Assignment

You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.

Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.

Customer Service Management supports additional messaging channel such as SMS which tracks interactions between the agent and customer.

The following sections review advanced analytics and Platform Analytics Solutions. Advanced analytics equips you to view cards that represent the Advanced Work Assignment dashboards that you can access.

Create an eligible assignment pool in Advanced Work Assignment that receives overflow work items, just in case you need more help from other agents to handle change requests.

Create an assignment rule in Advanced Work Assignment that assigns change requests to agents who are available to do the tasks.

You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.

Enable logging to monitor AWA routing and assignment.

You can activate the Advanced Work Assignment plugin (com.glide.awa) if you have the admin role.

Explore, implement, and maintain ServiceNow 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 available to admins.

Advanced analytics enable you to view cards that represent the Advanced Work Assignment dashboards that you have access to. You can also see a dashboard picker, which lets you view the cards for all the dashboards in a group. You can then search and choose a dashboard from a list.

Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.

View a list of agents in Advanced Work Assignment, their presence status, and capacity for each of the agent's service channels to see which agent can handle a case. This list is filtered across different teams, channels in teams, and channels dashboards.

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.

When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields.

After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.

Change the default number of work items that an agent can handle for a service channel.

Create or change the Agent Affinity rules that route work items in Advanced Work Assignment.

Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox.

Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. A reject reason can apply to all service channels or a single channel that you specify.

This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.

Create and manage queue triggers to set off multiple actions during customer wait times for a particular queue.

Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.

Create or configure a service channel that is used in Advanced Work Assignment (AWA).

Migrating the Advanced Work Assignment CoreUI dashboards to Next Experience increases the product adoption of key platform capabilities to drive customer benefit.

Deactivate Agent Affinity if you do not want Agent Affinity to assign work assignments to agents.

Domain separation is supported in the Advanced Work Assignment feature. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

External Routing involves routing to external queue based on the service channel and queue conditions, and then the assignment is completed by the third-party system.

Use the group queue priority feature to set a queue or work item preference for a given group of agents. For a given group or agent with limited capacity, this feature controls which queues should be preferred if matching work items are found in both.

Create or manage groups that have associated Advanced Work Assignment queues.

The inbox layout determines the information shown on work item cards displayed in an agent's inbox.

Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.

Enable managers to monitor Interaction [interaction] work items so that their agents can better support customer needs.

Enable managers to monitor Conversation [interaction] work items so that their agents can better support customer needs.

Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.

Create a work item size override if you want Agent Affinity to calculate an agent's workload using a work item size other than the default.

Administrators (admin or awa_admin) can monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page.

Enable managers to monitor work items across all service channels so that their agents can better support customer needs.

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. Agents see their assignments in their Agent Workspace inbox.

Configure the base system AWA post work item subflow by defining the input in Workflow Studio.

The Advanced Work Assignment Properties page provides configuration options for AWA.

In Advanced Work Assignment, queues store a specific type of work item for a service channel.

After activating the Advanced Work Assignment plugin, activate related AWA plugins to enable other base system service channels and the Performance Analytics Solutions dashboard for AWA.

The AWA administrator configures and manages AWA.

The AWA agent handles customer interactions and manages workload across multiple service channels.

The AWA integration user uses the AWA integration APIs.

The AWA manager monitors the performance of agents across all service channels.

Advanced Work Assignment (AWA) is installed with these roles.

In Advanced Work Assignment, capacity is the number of work items automatically assigned to agents supporting a service channel. Utilization is the condition that identifies the work item states supported in the channel.

Provide customer support by automatically routing incoming work to agents through service channels.

Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.

Specify the order in which work items in a queue are sorted.

Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables Advanced Work Assignment to find a qualified agent from a wider pool of agents.

Enable AI agents to automatically accept work items by configuring the Include AI agents flag in AWA assignment rules. This allows eligible AI agents in a group to participate in work distribution alongside live agents, improving coverage and reducing manual assignment overhead.

Enable managers to monitor Task [task] work items so that their agents can better support customer needs.

View a list of unassigned interactions in Advanced Work Assignment from chat and phone that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are not being assigned.

View a list of unassigned task work items in Advanced Work Assignment, such as cases and incidents, that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are unassigned.

Prevent an agent from being assigned too many work items by configuring the agent's maximum universal capacity. If the agent's maximum universal capacity has been reached, additional work items won’t be assigned to the agent.

View a list of work items and AWA events.

View Advanced Work Assignment work items using the Work Items menu options.

Create a queue for the Chat service channel that routes billing issues.

An agent can compose an SMS to interact with a customer for resolving various issues. If the interaction is not messaging type, you see the Compose SMS option.

Configure Advanced Work Assignment with external routing using AWA External Service API for CCaaS and third-party providers to enable them to submit events.

Configure the Conversational SMS service channel store app.

Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.

Learn how you can configure Advanced Work Assignment to route conversations to agents according to the context of the conversation.

Using the Conversational SMS service channel app on the ServiceNow Store, workspace agents can provide support for long-running SMS conversations and conversations that use multiple service channels.

Create a connection Alias for your third-party provider to enable external routing on your instance.

Create a custom flow action in Workflow Studio for enabling external routing.

Create a payload for external third-party providers to send your work items to the external queue.

Create a subflow for the Workflow Studio for enabling external routing.

Learn how to configure Advanced Work Assignment to automatically assign change requests to agents. Use this tutorial as a guideline to help you understand how service channel records, queues, and assignment rules work together to create a custom service channel.

Create a service channel in Advanced Work Assignment so that you can route change requests to agents.

Define the External Routing Test Tools plugin [com.glide.awa.external.test_tools] with a simplified external-routing-provider sample Automated Test Framework (ATF) by using the demo data that is available with the plugin installation.

Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents. You configure the post-chat surveys to be used for chat queues defined in Advanced Work Assignment.

Configure Advanced Work Assignment to route work items in the queue using external routing.

To implement Advanced Work Assignment, complete these initial configuration and setup steps.

Customize how change requests appear in an agent inbox so that agents receive enough information to decide whether to accept or reject the work item.

You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with activation of the Advanced Work Assignment plugin, including tables, user roles, and scheduled jobs.

Quickly install the required and popular plugins through the plugin page after selecting any Get [plugin] button on the Advanced Work Assignment home page. Plan and configure Advanced Work Assignment (AWA).

Link the subflow and the payload to your external queue to complete external routing.

Configure Advanced Work Assignment properties using the Management menu options.

Move from ServiceNow Connect Support to Agent Chat (live chat), which is the messaging system that agents use in Agent Workspace to interact with customers. Moving from Connect Support also involves using Advanced Work Assignment (AWA) to create the chat queues for routing chat work items to agents.

Enable managers to monitor work items across all service channels so that their agents can better support customer needs.

Create a queue for the Chat service channel that routes order issues.

Make your service channel available in Agent Workspace so that agents can receive change requests in their inbox.

Create a queue for the Chat service channel that routes product issues.

Create a work item queue in Advanced Work Assignment that routes new change requests through the service channel that handles change requests.

Configure whether an agent who rejected a work item is eligible to be offered the same work item.

The following sections detail the installed components and properties for Advanced Work Assignment (AWA), along with domain separation and performance statistics information.

Set up a custom service channel to expand the type and scope of work that is routed automatically to your agents.

Define who is eligible to receive cases from the German Cases queue.

Create an assignment rule that routes cases according to skills.

Create a skill determination rule to tag the German skill to incoming cases from German speakers.

Create a queue where you can route work to agents who have the German skill.

Activate the skill determination business rule to tag skills for your work items.

Create a "German" skill.

Learn how you can configure Advanced Work Assignment to automatically route cases to agents who speak German. Use this tutorial as a guideline to help you understand how you can route work items to agents according to their designated skills.

The following sections detail how awa_manager or awa_agent roles can use Advanced Work Assignment (AWA) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.

Define the wrap up codes.

Set up the wrap up configuration.

When agents close an interaction, the wrap up feature enables them to enter closing details and wrap up codes for future reference.

Define the wrap up segments.