Announcing the Global SNUG Board of Directors. Learn more here
ServiceNow Community servicenow community
- English (US)
- English (UK)
- Portuguese (Brazilian)
- ServiceNow Community
- Customer Service Management
- Customer Service Management articles
- CSM: Advanced Work Assignment (AWA) || Knowledge &...
- Subscribe to RSS Feed
- Mark as New
- Mark as Read
- Printer Friendly Page
- Report Inappropriate Content
CSM: Advanced Work Assignment (AWA) || Knowledge & Troubleshooting Resources
- Post History
04-29-2022 09:23 PM - edited 10-16-2022 08:22 AM
- Advanced Work Assignment
- 1,714 Views
ServiceNow® Advanced Work Assignment (AWA) - a clever automation of your workload distribution
The proper distribution of tickets and workload is a key factor in providing rapid resolution and enhanced user experience in all enterprises. It used to be that assignments would go through several iterations and many conversations, sometimes even with end-user involvement, until the task finally landed on the proper agent to work on it. All of this is time-consuming, error-prone, and both a bottleneck and a single point of failure in the process. As an illustration of the nature of the challenge, consider the steps involved in finding an agent with the appropriate language skills in a multi-language environment.
The ServiceNow® Advanced Work Assignment (AWA) feature is a way to cleverly automate your workload distribution. Assigning work items to your agents is based on their availability, capacity, and optionally, skills. AWA uses queues, routing conditions, and assignment criteria to select the best-qualified agent for the task.
Figure 1. AWA Overview (Source: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignment/image/awa-overview-flow.png)
AWA was introduced with the Madrid release in early 2019 as a way to manage agents’ ITSM tasks. In recent releases, it has become available across the whole platform to take advantage of the huge benefits it offers.
AWA functionality is available and embedded into the Workspace environment, which is an advanced UI created and enhanced for fulfillers and agents. There is a dedicated inbox section where fulfillers and agents can monitor incoming tasks and requests. Agent availability is set according to their schedules and includes omnichannel presence, but the system also allows the agent to set their presence across one or more channels.
Figure 2. Agent availability in Workspace Inbox
Customers can interact with ServiceNow through different service channels such as incidents, cases, walk-ups, and chats. When the customer makes a request, a work item is created. This is a single piece of work that can be handled by an agent from start to finish.
Advanced Work Assignment allows the system to push work to agents. It uses configurable criteria to automatically route work items to queues that focus on various support channels. This lets the platform enforce assignments to the proper group or agents.
Queues collect and store a specific type of work item for a dedicated service channel. Queues can be configured to focus on a certain type of support, such as VIP customers or critical cases. AWA routes work items to queues based on specific conditions or requirements that you define, such as customer status or region. Groups assigned to each queue then handle the incoming work items. Once work items are placed in a queue, AWA can assign items to available agents based on assignment rules, agent availability, and capacity. In each queue, there is a possibility to set a timer that allows agents to respond to the work item.
Agent capacity is also configurable. Agent capacity is the maximum number of work items on a particular service channel that an agent may actively work on at one time. Another characteristic that is measured and managed by the platform is the agent affinity. There are three major types of affinities:
- Historical affinity, in which AWA tries to identify the best agent based on the agent's history of serving the same customer;
- Related task affinity, in which AWA tries to identify the best agent based on the agent's past assignments on related tasks.
- Account team affinity, in which AWA tries to identify the best agent based on the agent's responsibility or role in the account team.
If multiple rules are relevant, they can be ordered to be able to achieve the maximum result for this capacity.
Another adjustment is the possibility to set up the layout of the inbox. This is set in a configuration tied to a service channel that defines which fields of a record representing a work item are shown in agent inboxes. A layout defines what the agent sees in their corresponding Workspace area.
If a work item is rejected, the agent must provide a reason, such as being in a phone call with another customer. When a rejection occurs or the job is timed out, the work item is returned back to the queue to find the next available agent. Whenever an entry is missed by an agent or is timed out, AWA automatically marks the status of the user to ‘away’ to avoid sending additional assignments to them until they are available again.
After an agent accepts a work item, all relevant information is available to them, including historical data. During fulfillment, there may be a need for additional skills to complete the request; in this case, rerouting is an option.
Skill-based routing and assignment is an advanced part of AWA. One example of its usage is when a chat is initiated from a specific location, a required language skill can automatically be added to the conversation. This means that there is no need for separate dedicated queues only to the required skill - availability and capacity should be measured to properly route this work item.
AWA Overflow Strategy is another key feature. It automatically kicks in when one of the channels becomes overloaded - a backup group of agents can be utilized to work on the items. In this instance, cases are automatically routed to secondary or tertiary support groups to help take on work. There are two major benefits that this brings: First there is no proliferation of separate queues, which offers simpler queue management. Secondly, the work item stays in the queue, which means the integrity of the queue reports and work item reports is maintained. This is a very powerful concept which few competing products can match.
Advanced Work Assignment provides dedicated reports and dashboards, which enable managers to monitor work item handling so that agents can better support customer needs.
Figure 4. Advanced Work Assignment dashboard for Operations
The helpdesk or call center manager and team leads are the most experienced people within the team and their time is critical. By utilizing this feature they can be freed up from manual assignment to focus on monitoring, coaching, and training agents, which would be a better use of their time.
From a customer standpoint, there is less wait time and improved customer satisfaction, also known as CSAT.
This article was written by Bulcsu Boros , Principal ServiceNow Consultant at GuideVision.
Subscribe to our newsletter
You have successfully subscribed to our newsletter.
Please enter your details
Please download the latest version of Microsoft Edge to experience this website.
- Customer Value
- Case Studies
- Privacy policy
- Customer value
- Case studies
Bringing { life } into your enterprise services
Understanding Advanced Work Assignment – Not Every ServiceNow Module Uses Groups
With the ServiceNow Advanced Work Assignment (AWA) application, work is directly delivered to agents’ inboxes, so they don’t have to choose work items from queues manually. AWA routes and assigns work items automatically based on agent skills , capacity, and availability. By using assignment criteria, routing conditions, and work item queues that you define, AWA pushes work to the most qualified agents. Agents, on the other hand, use their AWA inbox to see their work items, accept or reject work items, and set their availability.
To request service, customers can use different channels, such as incidents, cases, or chats. Requests from customers create interaction or task records to store information about work items. Using criteria that you provide, Advanced Work Assignment routes work items to queues that focus on specific types of support. Users can define queues based on type or need, as well as identify the agent groups responsible for work in a certain queue. Then, AWA applies pre-set assignment rules to assign work to the most qualified person.
Components of Advanced Work Assignment
- Work Items are defined as any type of single piece of work that needs to be handled by an agent. For example, one case or one chat is a work item or object that gets routed and assigned to an agent.
- Service channels . AWA offers multiple base system channels for incidents, cases, chats, and walk-up centers. Service channels are a means of providing customer service. Assignment rule . Pre-set criteria that determine how objects will be pushed to the right agent within a certain assignment group.
- Assignment groups . Groups are organized by the type of work that’s assigned to them, and every agent belongs to a group. You provide a name, description, manager, group email, and other details about a group. You also set up roles, queues, group members, and agent capacity overrides.
- Work item queues. A specific type of work item for a service channel is stored in a queue. AWA routes work items to appropriate queues, based on specific requirements and conditions that you define.
- Inbox layout . A configuration that defines which field of a work item is shown in agent inboxes.
- Agent capacity and availability . Agent capacity refers to the maximum number of work items that an agent may work on at one time. Agent availability indicates agent presence and whether he or she is available for work, offline, or busy.
The Main Benefit of Using AWA
The main benefit of using AWA is increasing customer satisfaction rates. Advanced Work Assignment will help your clients assign work to the right agent more easily and in a shorter time period. Also, it means that an agent will have more time to resolve their requests. Because work assignments are set up based on agent’s skills, availability, and capacity, you will be sure that agents are available and have the right skills to fulfill a request with a high-quality solution in mind.
Reach out to Finite Partners if you need assistance with using ServiceNow and any of its integrations. Feel free to call us or ask a question on Twitter .
This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Read More
Time in Elektrostal , Moscow Oblast, Russia now
- Tokyo 11:44AM
- Beijing 10:44AM
- Kyiv 05:44AM
- Paris 04:44AM
- London 03:44AM
- New York 10:44PM
- Los Angeles 07:44PM
Time zone info for Elektrostal
- The time in Elektrostal is 8 hours ahead of the time in New York when New York is on standard time, and 7 hours ahead of the time in New York when New York is on daylight saving time.
- Elektrostal does not change between summer time and winter time.
- The IANA time zone identifier for Elektrostal is Europe/Moscow.
Time difference from Elektrostal
Sunrise, sunset, day length and solar time for elektrostal.
- Sunrise: 03:50AM
- Sunset: 08:58PM
- Day length: 17h 8m
- Solar noon: 12:24PM
- The current local time in Elektrostal is 24 minutes ahead of apparent solar time.
Elektrostal on the map
- Location: Moscow Oblast, Russia
- Latitude: 55.79. Longitude: 38.46
- Population: 144,000
Best restaurants in Elektrostal
- #1 Tolsty medved - Steakhouses food
- #2 Ermitazh - European and japanese food
- #3 Pechka - European and french food
Find best places to eat in Elektrostal
- Best vegetarian restaurants in Elektrostal
- Best seafood restaurants in Elektrostal
- Best sushi restaurants in Elektrostal
The 50 largest cities in Russia
- Bahasa Indonesia
- Eastern Europe
- Moscow Oblast
Elektrostal
Elektrostal Localisation : Country Russia , Oblast Moscow Oblast . Available Information : Geographical coordinates , Population, Area, Altitude, Weather and Hotel . Nearby cities and villages : Noginsk , Pavlovsky Posad and Staraya Kupavna .
Information
Find all the information of Elektrostal or click on the section of your choice in the left menu.
- Update data
Elektrostal Demography
Information on the people and the population of Elektrostal.
Elektrostal Geography
Geographic Information regarding City of Elektrostal .
Elektrostal Distance
Distance (in kilometers) between Elektrostal and the biggest cities of Russia.
Elektrostal Map
Locate simply the city of Elektrostal through the card, map and satellite image of the city.
Elektrostal Nearby cities and villages
Elektrostal weather.
Weather forecast for the next coming days and current time of Elektrostal.
Elektrostal Sunrise and sunset
Find below the times of sunrise and sunset calculated 7 days to Elektrostal.
Elektrostal Hotel
Our team has selected for you a list of hotel in Elektrostal classified by value for money. Book your hotel room at the best price.
Elektrostal Nearby
Below is a list of activities and point of interest in Elektrostal and its surroundings.
Elektrostal Page
- Information /Russian-Federation--Moscow-Oblast--Elektrostal#info
- Demography /Russian-Federation--Moscow-Oblast--Elektrostal#demo
- Geography /Russian-Federation--Moscow-Oblast--Elektrostal#geo
- Distance /Russian-Federation--Moscow-Oblast--Elektrostal#dist1
- Map /Russian-Federation--Moscow-Oblast--Elektrostal#map
- Nearby cities and villages /Russian-Federation--Moscow-Oblast--Elektrostal#dist2
- Weather /Russian-Federation--Moscow-Oblast--Elektrostal#weather
- Sunrise and sunset /Russian-Federation--Moscow-Oblast--Elektrostal#sun
- Hotel /Russian-Federation--Moscow-Oblast--Elektrostal#hotel
- Nearby /Russian-Federation--Moscow-Oblast--Elektrostal#around
- Page /Russian-Federation--Moscow-Oblast--Elektrostal#page
- Terms of Use
- Copyright © 2024 DB-City - All rights reserved
- Change Ad Consent Do not sell my data
Explore Zheleznodorozhny
Essential zheleznodorozhny.
Zheleznodorozhny Is Great For
Eat & drink.
IMAGES
VIDEO
COMMENTS
Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Developer Build, test, and deploy applications. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Impact Accelerate ROI and amplify your expertise.
DeveloperBuild, test, and deploy applications. DocumentationFind detailed information about ServiceNow products, apps, features, and releases. ImpactAccelerate ROI and amplify your expertise. LearningBuild skills with instructor-led and online training. PartnerGrow your business with promotions, news, and marketing tools.
Join us for an in depth overview of ServiceNow Workforce Optimization for Customer Service Management and the synergy created with Advanced Work Assignment (...
ServiceNow Overview of Advanced Work Assignment and Agent Affinity and their implementation - Now Learning
ServiceNow Use Advanced Work Assignment (AWA) to route and assign a case to particular agents based on affinities - Now Learning
ServiceNow Learn how to configure a new queue for a group to receive and be proposed with incoming chats using Advanced Work Assignment (AWA). - Now Learning
Please check for below in your instance if AWA is not working. AWA has two steps. 1) work item created 2) work item not assigned. In most of the below cases, work item itself will NOT be created. Following
Therefore I created a new article Platform: Advanced Work Assignment (AWA) || Knowledge & Troubleshooting Resources. Please refer to that article for future updates. Advanced Work Assignment. Community-Pasted-Attachment-1651283805553.png. 127 KB.
Advanced Work Assignment allows the system to push work to agents. It uses configurable criteria to automatically route work items to queues that focus on various support channels. This lets the platform enforce assignments to the proper group or agents. Queues collect and store a specific type of work item for a dedicated service channel.
With the ServiceNow Advanced Work Assignment (AWA) application, work is directly delivered to agents' inboxes, so they don't have to choose work items from queues manually. ... A specific type of work item for a service channel is stored in a queue. AWA routes work items to appropriate queues, based on specific requirements and conditions ...
Our configuration is as follows: Service Channel. Conditions: Contact Type = Self-Service (this is set by the record producer) Assignment Group = Help Desk (this was put in place to attempt to prevent the items from re-routing via AWA once the incident is reassigned, but is not working) Queue: Active and has no conditions.
We are in a need of a really sophisticated AWA incident distribution setup at a Service Desk team with the following conditions: if it is a new incident, it should be distributed within the skill if it is a rebounce one, it should go to the last SD member who was assigned to it
Sunrise, sunset, day length and solar time for Elektrostal. Sunrise: 03:52AM. Sunset: 08:55PM. Day length: 17h 3m. Solar noon: 12:23PM. The current local time in Elektrostal is 23 minutes ahead of apparent solar time.
Elektrostal Geography. Geographic Information regarding City of Elektrostal. Elektrostal Geographical coordinates. Latitude: 55.8, Longitude: 38.45. 55° 48′ 0″ North, 38° 27′ 0″ East. Elektrostal Area. 4,951 hectares. 49.51 km² (19.12 sq mi) Elektrostal Altitude.
Can't-miss spots to dine, drink, and feast. Zheleznodorozhny Tourism: Tripadvisor has 1,133 reviews of Zheleznodorozhny Hotels, Attractions, and Restaurants making it your best Zheleznodorozhny resource.
Postleitzahl 140050 befindet sich in Kraskowo. Postleitzahlen in der Nähe enthalten 140051. Betrachten Sie Karten und finden Sie mehr Informationen zu Postleitzahl 140050 auf Cybo.