Final answer:
AWA is a system that automates task routing to agents using components like Assignment Criteria, Work Item Queues, Agent Affinity, Assignment Groups, and Assignment Rules to improve efficiency and response times.
Step-by-step explanation:
The Advanced Work Assignment (AWA) system is designed to automate the process of routing work items to the most appropriate agent based on certain criteria. The main components of AWA include:
- Assignment Criteria: These rules determine which agent or group is most suitable to handle a specific work item.
- Work Item Queues: Queues hold work items before they are assigned to agents.
- Agent Affinity: This factor takes into account the specific skills, roles, or past performance of agents to match them with work items they are best suited to handle.
- Assignment Groups: Groups are collections of agents to which work can be assigned based on common criteria or expertise.
- Assignment Rules: These are the specific rules that control the assignment of work items to agents or groups within AWA.
Advanced Work Assignment helps in improving efficiency by ensuring the right tasks are assigned to the right agents at the right time, thus streamlining operations and reducing response times.