Advanced Work Assignment (AWA) release notes
The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and, optionally, skills. AWA was enhanced and updated in the Australia release.
About Advanced Work Assignment (AWA)
Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes.
See Advanced Work Assignment for more information.
Activation and other requirements
- Activation information
AWA is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment.
- Browser requirements
Advanced Work Assignment doesn’t support mobile devices or Microsoft Edge browsers. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in Browser support.
Australia
The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and, optionally, skills. AWA was enhanced and updated in the Australia release.
What's new
- Advanced Work Assignment
- Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA.
- Advanced Work Assignment
- Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer.