Advanced Work Assignment (AWA) Options for Routing and Assignment
What are the automatic routing and assignment options using Advanced Work Assignment (AWA)?
Final answer: AWA provides automatic routing and assignment options like Queue-based routing and Skill-based routing, utilizing assignment rules and the AWA engine to effectively distribute tasks among agents, fostering efficiency and productivity.
Automatic Routing and Assignment Options using Advanced Work Assignment (AWA)
Advanced Work Assignment (AWA) is a feature used in service management platforms, such as ServiceNow, to automatically route and assign work items to the most appropriate agents based on certain criteria. AWA can help organizations manage and allocate tasks effectively, thereby optimizing resource utilization and improving response times. The two primary options for routing and assignment using AWA are Queue-based routing and Skill-based routing.
Queue-based routing involves assigning work items to a queue, where they are then distributed among agents based on their availability and workload. This method helps in distributing tasks efficiently among agents, ensuring a balanced workload for improved productivity.
Skill-based routing, on the other hand, matches tasks to agents with the specific skills needed to handle them. By assigning tasks to agents with the appropriate expertise, organizations can ensure that tasks are handled by the most qualified individuals, leading to better outcomes and customer satisfaction.
Additionally, AWA features include the use of assignment rules, which define the criteria for automatic assignment. Parameters such as agent availability, workload balance, and agent capacity come into play to ensure equitable distribution of work. The AWA engine continuously evaluates tasks and resources to maintain optimal alignment, ensuring that tasks are assigned to the most suitable agents.
The overall objective of AWA is to enhance efficiency, productivity, and service level adherence by effectively distributing tasks among agents based on their availability, skills, and workload. By utilizing Queue-based routing and Skill-based routing along with assignment rules and the AWA engine, organizations can streamline their workflow and optimize resource allocation for improved performance.