AWA Implementation Guide: Context Based Routing

Advanced Work Assignment lets you 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.
This video provides a guide to implementing AWA using Context to route your work.
For more information please visit:
AWA FAQ: community.serv...
Virtual Agent & Agent Chat/AWA Community Forum: community.serv...
Product Docs: docs.serviceno...

[@kylemacarthur9863]

That was really fast. Very cool video! Thanks for posting this!

[@rupenanjaria]

We should rename this module as Advanced Work Proposal. This is because SNOW doesn’t ASSIGN it, it’s just proposing. Also, there should be an option to assign based on Round robin method 🙏🏻👍

[@KartikChoumal]

I think we can simply remove the rejectable conditions and automatically it will directly assign the tickets and will not give agents the freedom to accept or reject a work item.