---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Agent Affinity for HR Service Delivery Agent Workspace

# Agent Affinity for HR Service Delivery
Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.
{#agent-ws-hr-agent-affinity__ul_xc1_zby_zjb}  
There are three pre-configured affinity rules available:

* Chat Context Affinity
* Chat Historical Affinity
* HR case Historical Affinity
{#agent-ws-hr-agent-affinity__ul_ztd_zfy_zjb}

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.
{#agent-ws-hr-agent-affinity__ul_vr5_x4l_1kb}

For more information, see [Agent Affinity](https://www.servicenow.com/docs/access?context=awa-agent-affinity-concept&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).