Final answer:
Agent's experience enhances AWA's assignment process by considering work history, related tasks, and team relationships, which is crucial for efficient task assignment.
Step-by-step explanation:
The Advanced Work Assignment (AWA) module works to offer work items (e.g. interactions such as chats and walk-ups, as well as tasks such as cases and incidents) to your agents. Work is routed to agents based on their group, availability, capacity, and skills.
The element that enhances Advanced Work Assignment's (AWA) assignment process by adding an agent's work history, related tasks, or account team affinity is Agent's experience. AWA is designed to optimize the assignment of tasks by considering various factors such as the agent's performance metrics, skill set, and availability. However, agent's experience is specifically related to their past work history, familiarity with similar tasks, and any existing relationship they may have with the client or account team, which can be critical for efficient and effective task assignment.