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.
Step-by-step explanation:
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. On the other hand, Skill-based routing matches tasks to agents with the specific skills needed to handle them, thus ensuring that each task is addressed by the most qualified person.
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. Another key element is the AWA engine, which continuously evaluates and re-evaluates tasks and resources to maintain optimal alignment. The overall objective of AWA is to enhance efficiency, productivity, and service level adherence.