Advanced Work Assignment release notes
The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, skills. Advanced Work Assignment was enhanced and updated in the Yokohama release.
About Advanced Work Assignment
- Run assignments on different nodes or cadences for different service channels to improve the AWA application's performance and resilience.
- Provide wrap-up codes or notes for interactions or segments that the agent is involved in at the end of a call.
See Advanced Work Assignment for more information.
Activation and other requirements
- Activation information
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.
To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).
- Browser requirements
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.
Yokohama
The ServiceNow® Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, skills. Advanced Work Assignment was enhanced and updated in the Yokohama release.
What's new
- Service channels
- Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience.
- Using Advanced Work Assignment
- Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in.