Agent Chat & Advanced Work Assignment(AWA) Complete Workshop

Samyuktha Reddy · ‎02-14-2022

Please click below link to find end to end workshop session on Agent Chat and Advanced Work Assignment(AWA).

Do subscribe the link to get notified when new videos posted in this playlist.

Agent Chat & AWA Workshop Youtube Playlist Link

Topics covered in the above workshop:

Agent Chat Topics:

Overview of Agent Chat/Workspace  and Demo
Quick Actions 
Transfers  to Queues / Agents
Response Templates 
Pre/Post Chat Survey  and Demo
Agent Whisper and Demo
Dynamic Translation and Demo 
Emoji/Configurable Toolbar 
Agent Autopilot and Demo

AWA Topics:

Basic functionality for Routing and Assignment and Demo
Use Context Variables for Routing 
Virtual Agent Considerations
Bypassing VA
Live Agent Available Topic Block
Agent Affinity 
Shift Based Assignment
External Routing  
Messaging Channels  
Demo of SMS Service Channel 
AWA Dashboards 
Performance Management 
Operations Dashboard 
Workforce Optimization – Channel Management 
Interaction Wrap-Up

Thanks,

Samyuktha Reddy

avuppala · ‎10-18-2022

@Samyuktha Reddy

Thank you for this. I have a question. Do we have any dashboard that is made available to track the monitor things like incoming work items, agent availability, etc?

Eliza · ‎10-18-2022

Hi @avuppala,

We have a number of dashboards available for Advanced Work Assignment - you can view an overview of them in the video here.

Additionally, you can view the product documentation for these dashboards here.

PriyangaN572270

Hi All,

I have few queries regarding Agent workspace and AWA.

1. I have been hearing that, Service Now going to discontinue Agent workspace. If so, may i know how we will use AWA for auto assignment of tickets. Till which version this feature is supported?

2. I have one assignment group, and few agents.

If i specify 3 as agent's capacity, and all the agents have 3 requests in their queue. Then the next ticket in the queue goes to the overflow queue? What is the timeframe that, the tickets in overflow queue get assigned to an available agent.

If i don't have a separate assignment group how the overflow tickets can be managed?

3. How agent's capacity is tracked? (active requests on agent's queue/their capacity is tracked on daily basis)

Your guidance on this is greatly appreciated.

Thank You!