How to route work items to agents in agent workspace based on skills using advanced work assignment - Support and Troubleshooting

How to route work items to agents in agent workspace based on skills using advanced work assignment Summary This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills.

For example, if a work item requires the language skill Spanish it will only be routed to agents who have the skill Spanish assigned to them.

The steps include the full process;

which plugins to activate setting up the skills linking the skills to a work item setting up users with particular skills automatically assigning the work items to those users. Skills-based routing is supported for both task-based records and Agent Chat interaction.

Release New York and newer

Instructions Plugins that need to be activated Advanced Work Assignment Skills Management Skills Determination (only available in New York and beyond) Agent Chat (only if Agent Chat interaction is needed) Glide Virtual Agent (only if Agent Chat interaction is needed) Setting up skills and assigning them to users 1) Navigate to Skills > All Skills > Click the New button and create a new skill

2) On the newly created skill go to Users related list and add users who need this skill

3) Create a new group (sys_user_group) and assign the users to this group (this group will be used later for the skill-based work items to be routed to). Give this group the awa_agent and workspace_agent roles so its members will inherit these roles (these roles are needed to utilize agent workspace and receive work items for the agents)

Setting up skill determination rule to link skills to incoming work items Navigate to Skills > Skill Determination Rules Click New and create a new record Visit the following documentation on how to create a proper skill determination rule: Using rules to identify skills for work items

**Important notes: For cases (sn_customerservice_case), work order task (wm_task), and chat interactions (interaction) navigate to the corresponding business rules for those and activate them (for example, for cases look for the business rule "Skill determination for case" and switch the Active field to true).

For any other tasks such as incidents, problems, etc. open one of the business rules above (i.e. Skill determination for case, Skill determination for interaction), do an insert and stay on that business rule, and change the name and table (i.e. Name Skill determination for incident, Table = Incident) and update/save the record.

Without this step, the skill determination rule will NOT work.

Setting up Advanced Work Assignment to use skill-based work items Navigate to Advanced Work Assignment > Queues Click New and create a new awa_queue After the record is created click New in the Assignment Eligibility related list Populate the Groups field with the group that was created earlier (in Setting up skills and assigning them to users ) For the Agent assignment rule field click on the lookup icon and click New to create a new rule with the following information: Name Choose which Assign by rule to use ( Most Capacity or Last Assigned ) In the Skill handling section make sure to select " Enable skills " and check " Enforce mandatory skills " Save the Assignment Eligibility record Go back to the awa_queue record confirm that it's using the proper group and agent assignment rule for its assignment eligibility.

Using this feature as the end-user and the agent (in agent workspace) When the end-user creates a record for a table (i.e. incident) that has been set up for skill determination (make sure the record created meets the skill determination rule trigger condition) **A user who has access to task_m2m_skill can check whether the record got inserted in this table. This confirms that the skill got successfully attached to the record. When the agent (aka a user who is a member of the group that was set up earlier) open agent workspace and mark the presence as "Available". If the agent has the required skill that the record above requires then a new work item will appear under the agent's Inbox. **A user who has access to awa_work_item can check if the record got inserted in this table and assigned to the proper agent Notes : These steps are for testing task-based related records. For Agent Chat the concept would be the same. A skill determination rule needs to be created on the [interaction] table. Once a chat work item comes in it will be created under the same table. The skill attached to that interaction record can be checked in the [interaction_m2m_skill] table.

Related Links Set up and use Agent Chat in Agent Workspace with Advanced Work Assignment (AWA)