Agent Affinity for HR Service Delivery Agent Workspace
Agent Affinity is an Advanced Work Assignment enhancement that enables you to streamline the routing of work items based on historical, task based, and account team affinity.
Agent Affinity works with HR Service Delivery
Agent Workspace to assign HR agents based on:
- Historical affinity: Assign agents based on whether an agent fulfilled past requests for similar cases or tasks.
- Task based affinity: Assign agents based on past assignments for similar cases or tasks.
- Account team affinity: Assign agents based on the team they are on.
There are three pre-configured affinity rules available:
- Chat Context Affinity
- Chat Historical Affinity
- HR case Historical Affinity
Activate the Agent Affinity plugin (com.glide.awa.agent_affinity) to use this feature.
The role structure to administer and configure AWA:
HR Admin [sn_hr_core.admin]
- Contains the HR AWA Admin [sn_hr_awa.admin] role.
- Contains the Advanßced Work Assignment Administrator [awa_admin] role.
For more information, see Agent Affinity.