---
sourceDocument: Xanadu Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/release-notes

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Advanced Work Assignment release notes

# Advanced Work Assignment release notes {#ariaid-title1}

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

The ServiceNow®
Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, the skills. Advanced Work Assignment was enhanced and updated in the Xanadu release.

## Advanced Work Assignment highlights for the Xanadu release {#awa-rn__awa-rn-highlights}

* Enable Advanced Work Assignment integration with third-party providers with the External Routing feature.
* Migrate the Advanced Work Assignment dashboards to Next Experience.
* Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation.
{#awa-rn__ul_ltk_xnh_v1c}

See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) for more information.{#awa-rn__awa-rn-highlights-2}

## New in the Xanadu release {#awa-rn__awa-rn-new-features}

[External routing overview](https://www.servicenow.com/docs/access?context=awa-external-routing-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
:   Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality.

[Migrating Advanced Work Assignment Dashboards](https://www.servicenow.com/docs/access?context=awa-dashboards-migration&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
:   Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience.

[Define external routing test implementation](https://www.servicenow.com/docs/access?context=define-extrnl-routng-plugin&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)

:   Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events.Align
    the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components.

## UI changes {#awa-rn__awa-rn-ui-changes}

[Enable external routing for queues](https://www.servicenow.com/docs/access?context=enable-awa-external-routing&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
:   The external Boolean UI visibility is available in the Advanced Work Assignment - External Routing Support plugin (com.glide.awa.external), so that users who have the external queue configured pre- Xanadu can view the field post upgrade to Xanadu.

## Activation information {#awa-rn__awa-rn-activation}

Advanced Work Assignment 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](https://www.servicenow.com/docs/access?context=awa-activate&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).{#awa-rn__awa-rn-activation-1}

To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).{#awa-rn__awa-rn-activation-2}

## Browser requirements {#awa-rn__awa-rn-browser}

Advanced Work Assignment doesn't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge -Chromium or one of the other supported browsers that are listed in [Browser support](https://servicenow-prod.fluidtopics.net/b6UGr1Nnb4bfoIN_SLZ89Q "Browser support varies for each version of the user interface (UI). Some features have additional browser requirements, which are noted in the appropriate documentation.").{#awa-rn__awa-rn-browser-1}

## Related ServiceNow applications and features {#awa-rn__awa-rn-related-apps}

[Now Assist](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US)
:   ServiceNow®
    Now Assist uses generative AI that is designed to enhance user productivity and efficiency through conversation and proactive experiences.

[Workspace](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US)
:   The ServiceNow®
    Workspace application provides agents, case managers, help desk professionals, and managers with tools to help answer customer questions and to resolve customer problems.