Understanding Advanced Work Assignment – Not Every ServiceNow Module Uses Groups

With the ServiceNow Advanced Work Assignment (AWA) application, work is directly delivered to agents’ inboxes, so they don’t have to choose work items from queues manually. AWA routes and assigns work items automatically based on agent skills, capacity, and availability. By using assignment criteria, routing conditions, and work item queues that you define, AWA pushes work to the most qualified agents. Agents, on the other hand, use their AWA inbox to see their work items, accept or reject work items, and set their availability.

To request service, customers can use different channels, such as incidents, cases, or chats. Requests from customers create interaction or task records to store information about work items. Using criteria that you provide, Advanced Work Assignment routes work items to queues that focus on specific types of support. Users can define queues based on type or need, as well as identify the agent groups responsible for work in a certain queue. Then, AWA applies pre-set assignment rules to assign work to the most qualified person.

Components of Advanced Work Assignment

  • Work Items are defined as any type of single piece of work that needs to be handled by an agent. For example, one case or one chat is a work item or object that gets routed and assigned to an agent.
  • Service channels. AWA offers multiple base system channels for incidents, cases, chats, and walk-up centers. Service channels are a means of providing customer service. Assignment rule. Pre-set criteria that determine how objects will be pushed to the right agent within a certain assignment group.
  • Assignment groups. Groups are organized by the type of work that’s assigned to them, and every agent belongs to a group. You provide a name, description, manager, group email, and other details about a group. You also set up roles, queues, group members, and agent capacity overrides.
  • Work item queues. A specific type of work item for a service channel is stored in a queue. AWA routes work items to appropriate queues, based on specific requirements and conditions that you define.
  • Inbox layout. A configuration that defines which field of a work item is shown in agent inboxes.
  • Agent capacity and availability. Agent capacity refers to the maximum number of work items that an agent may work on at one time. Agent availability indicates agent presence and whether he or she is available for work, offline, or busy.

The Main Benefit of Using AWA

The main benefit of using AWA is increasing customer satisfaction rates. Advanced Work Assignment will help your clients assign work to the right agent more easily and in a shorter time period. Also, it means that an agent will have more time to resolve their requests. Because work assignments are set up based on agent’s skills, availability, and capacity, you will be sure that agents are available and have the right skills to fulfill a request with a high-quality solution in mind.

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