Advanced Work Assignment (AWA) automatically routes AP work items to qualified agents based on their availability, capacity, and skills using work item queues, routing conditions, and assignment criteria.

Customers use different channels to request service, for example, email, chats, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items. AWA automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide.

For more information about AWA, refer Advanced Work Assignment.