Final answer:
The Advanced Work Assignment system uses criteria like agent availability, skills matching, workload balancing, SLA adherence, and specific business logic to efficiently allocate work items to agents.
Step-by-step explanation:
The Advanced Work Assignment (AWA) system is designed to automatically assign work items to agents based on a set of predefined criteria. The AWA takes into account various factors to ensure that the right work is matched with the right agent to maximize efficiency and performance. Some criteria used include:
- Agent Availability: The system checks if the agent is logged in and ready to take on new work. Agents who are not available are bypassed.
- Skills Matching: AWA matches the skills required for the work item with the skills of the agents. Agents with the most relevant skills are prioritized.
- Workload Balancing: The system balances the workload among agents to avoid overburdening individual agents while others are idle.
- Service Level Agreements (SLAs): Work items with tighter SLAs might be prioritized to ensure compliance.
- Business Logic: Company-specific rules or algorithms that dictate priority based on business needs.
These criteria help ensure that tasks are routed to the best-suited agents, leading to more efficient operations and better service outcomes.