AWA Implementation Guide
Summary
TLDRElizabeth Orchard, an outbound product manager at ServiceNow, guides viewers through a basic implementation of Advanced Work Assignment. The tutorial covers installing the plugin, setting up service channels, queues, and assignment rules to route work items efficiently. It also explains how to leverage agent availability, capacity, and skills for optimal task distribution. The video demonstrates the process from configuration to verification, ensuring a successful setup for advanced work routing.
Takeaways
- 🚀 Elizabeth Orchard, an outbound product manager at ServiceNow, introduces a simple implementation guide for the Advanced Work Assignment plugin.
- 🔍 Advanced Work Assignment uses 'service channels' to define tables that require routing, including standard and custom tables derived from the interaction or task tables.
- 🔄 Work items, a table introduced by the Advanced Work Assignment plugin, act as tokens to route records through queues based on defined criteria.
- 📝 The assignment of work items to agents is determined by considering the agent's availability, capacity, and optionally, skills.
- 🛠️ Implementation of Advanced Work Assignment requires the core plugin, with optional plugins for skills management, skill determination, and analytics.
- 📑 The process involves configuring service channels, queues, assignment rules, rejection reasons, present states, and assignment groups.
- 🔑 Service channels are configured to specify the order of appearance in the inbox, the table they refer to, and conditions for routing.
- 🗂️ Queues are set up with routing conditions, schedules, target wait times, and max wait times to manage the flow of work items.
- 👥 Assignment eligibility records link queues to specific groups and define rules for how work items are assigned to agents within those groups.
- 🔄 Overflow settings ensure that unassigned work items are redirected to a backup group after a specified eligibility time.
- 🚫 Rejection reasons and present states are configured to manage agent availability and the handling of work items they decline.
- 🔑 Roles assigned to agent groups, such as 'Agent Workspace User' and 'AWA Agent', determine access to the agent workspace and the ability to receive work via Advanced Work Assignment.
Q & A
What is the role of Elizabeth Orchard in the video?
-Elizabeth Orchard is an outbound product manager at ServiceNow, focusing on Advanced Work Assignment. She is guiding the viewers through a simple implementation process for Advanced Work Assignment.
What does Advanced Work Assignment leverage?
-Advanced Work Assignment leverages Service Channels, which are a way of defining the tables that receive inputs requiring routing.
What types of items can be made into Service Channels?
-Items that derive from either the interaction or the task table, such as requests, incidents, cases, chat, or any custom tables that are children of those interaction tables, can be made into Service Channels.
What is a Work Item in the context of Advanced Work Assignment?
-A Work Item is a table that comes with the Advanced Work Assignment plugin. It is essentially a token that is passed around for Advanced Work Assignment to route records.
How does the routing of Work Items occur in Advanced Work Assignment?
-The routing of Work Items occurs using queues. Work Items are pushed into these queues based on defined criteria and then later on get pushed to individual agents.
What are the criteria used to push Work Items into queues?
-The criteria are conditions defined by the user that determine when a particular Work Item should enter the queue, which can include factors like priority, location, and other custom conditions.
How does Advanced Work Assignment determine the best-suited agent for a Work Item?
-Advanced Work Assignment determines the best-suited agent by leveraging the agent's availability, capacity, and skills.
What are the required and optional plugins available for Advanced Work Assignment?
-The only required plugin is Advanced Work Assignment itself. Optional plugins include Skills Management, Skill Determination, various accelerators for different use cases like CSM, HR, or Incidents, and an Analytics plugin.
What is the process for configuring Service Channels and Queues in the video?
-The process involves configuring Service Channels by defining the name, inbox order, and table. Then, creating Queues by naming them, setting the Service Channel, defining routing conditions, and submitting the queue.
How are Assignment Groups and Assignment Rules used in the video?
-Assignment Groups are used to manage the queues, and Assignment Rules define how Work Items are assigned within the group. These rules can be based on the last assigned person, capacity, or other factors.
What is the purpose of defining 'Rejection Reasons' in Advanced Work Assignment?
-Rejection Reasons allow agents to specify why they are rejecting a Work Item that has been offered to them, and they can also determine if the rejected Work Item is reassignable to an agent.
What are 'Present States' and how are they used in the video?
-'Present States' are the different states that agents can set themselves to within the Agent Workspace, indicating their availability to receive Work Items. They are configured to specify which service channels are available for agents to receive within each state.
How can the effectiveness of Advanced Work Assignment be verified?
-The effectiveness can be verified by checking the Work Item table to see the status of the Work Items, including wait times, acceptance, rejection, and timeout information.
Outlines
🚀 Introduction to Advanced Work Assignment
Elizabeth Orchard, an outbound product manager at ServiceNow, introduces the topic of advanced work assignment and its implementation. She explains that the process will cover the installation of the plugin and the basic setup of the system, which uses service channels to define inputs that require routing. Examples of service channels include requests, incidents, cases, and chat. Advanced work assignment converts these inputs into work items and uses queues to route them based on defined criteria. The criteria for routing consider the agent's availability, capacity, and optional skills.
🛠 Setting Up Service Channels and Queues
The script outlines the process of configuring service channels and queues within the advanced work assignment module. It details how to create a new service channel for incidents, set the inbox order, and define the table for assignment. It also explains how to create queues, set routing conditions, and establish the target and maximum wait times for work items. The script emphasizes the importance of defining conditions to ensure that work items are routed appropriately based on priority.
🔄 Assigning Work Items to Agents
This section describes how work items are assigned to agents within specific queues. It explains the assignment eligibility feature, which allows for the definition of rules for assigning work items to agents based on their availability, capacity, and skills. The script also covers how to set up overflow conditions for when no agents in the primary queue are available, and how to enable skills handling for more complex routing scenarios.
🔧 Configuring Rejection Reasons and Presence States
The script discusses the configuration of rejection reasons, which are the reasons agents can select when they need to reject a work item. It explains how to set these reasons to be selectable by agents, apply across service channels, and determine if a rejected work item can be reassigned. Additionally, it covers the setup of presence states, which are the different statuses that agents can set in their workspace, affecting their ability to receive work items.
🔄 Agent Workspace Access and Advanced Work Assignment Verification
The final paragraph focuses on ensuring that agents have access to the agent workspace and can receive work items through advanced work assignment. It describes the roles assigned to the IT support group that enable agents to access their workspace and be part of the routing process. The script concludes with a demonstration of how an agent receives a work item and how to verify that the advanced work assignment is functioning as intended, using the work item table for reporting and metrics.
👋 Conclusion and Future Engagement
Elizabeth wraps up the video by thanking the viewers and inviting them to watch the next video in the series. She suggests that the audience explore the rest of the playlist for more detailed implementations that build upon the basic use case presented in this video.
Mindmap
Keywords
💡Outbound Product Manager
💡Advanced Work Assignment
💡Service Channels
💡Work Item
💡Queues
💡Assignment Groups
💡Availability, Capacity, and Skills
💡Plugins
💡Assignment Rules
💡Rejection Reasons
💡Present States
Highlights
Introduction to Advanced Work Assignment plugin by Elizabeth Orchard from ServiceNow.
Explanation of Service Channels as a method to define inputs for routing.
Conversion of interaction or task table derivatives into service channels for routing.
Introduction of Work Item as a token for Advanced Work Assignment routing.
Utilization of queues for routing work items based on defined criteria.
Criteria for work item queue entry and subsequent agent assignment.
Agent assignment based on availability, capacity, and optional skills.
Mandatory plugin and optional plugins for Advanced Work Assignment.
Process of configuring service channels for routing specific items like incidents.
Setting up queues with conditions for work item routing.
Creating assignment eligibility records for queue management.
Defining agent assignment rules within assignment groups.
Handling overflow with backup assignment eligibility for unassigned work items.
Review of rejection reasons for offered work items by agents.
Configuration of present states for agent availability and work item reception.
Ensuring agents have access to the Agent Workspace and can be routed via Advanced Work Assignment.
Demonstration of work item routing in the Agent Workspace with an example incident.
Verification of Advanced Work Assignment functionality using the Work Item table.
Conclusion and invitation to explore further implementations in the playlist.
Transcripts
hello my name is elizabeth orchard and
i'm an outbound product manager here at
servicenow
focusing on advanced work assignment
today i'll be walking you through a
simple implementation that takes you
from just installing the plugin all the
way through to a basic implementation of
advanced work assignment
with that said let's get started
advanced work assignment leverages
service channels which is just another
way of defining
which tables are the inputs coming in
from which require routing
now
anything that derives from either the
interaction or the task table can be
made into a service channel
so you can see some examples here there
are requests
incidents
cases
chat any of these items can be routed in
addition to any of your custom tables
that the children of those tasks or
interaction tables
when these items have been set up as
service channels
advanced work assignment will pick them
up and convert them into a work item
now a work item is a table that comes
with the advanced work assignment plugin
and essentially it's token that's passed
around for advanced work assignment to
be able to actually route these records
the way that routes is actually using
queues
so on the screen here you can see some
example cues there's priority hr cases
standard hr cases i t chat german chat
now the way that the queue system works
is work items are pushed into these
queues based on the criteria that you
define
and then later on get pushed to the
individual agents
now this criteria will go into further
detail later on in this video
but it's essentially you defining
conditions of when a particular work
item should enter the queue
now when a work item has entered the
queue it then goes to a partic it is
offered to a particular agent
now each of these groups is assigned to
these cues
and
and the queue can actually have multiple
assignment groups assigned to it in
addition to the assignment groups being
able to
be attached to multiple queues
now
when looking to assign a work item to a
particular agent
advanced work assignment actually looks
to leverage the agent's availability
capacity and skills to make a
determination on which
agent is best suited
now availability in this context means
are they online and active or not
capacity looks at their current
bandwidth to see if they're able to take
on any more work
and skills which are actually optional
with an advanced work assignment where
we look to see
if a work item coming in has a mandatory
skill
and if so then we need to find an agent
that can handle that
so let's look into what's required for
implementing advanced work assignment
there are a number of plugins that are
available as of san diego for advanced
work assignment
um the only required plugin is that of
advanced work assignment however there
are a number of optional plugins also
available based upon your use case
so if you wish to do routing based on
skills you also need to
install the skills management and skill
determination plugins
if your particular use case covers csm
hr or incidents you can actually install
some accelerators that provide a lot of
the um functionality that you need so
all you have to do is go in and activate
them for advanced reconsignment to be
turned on
and lastly there's a plugin available
for analytics
where you can actually install that and
look to see how advanced work assignment
is working for you and your organization
now let's get into what the process
looks like
in this video we'll be configuring the
following
service channels
cues
assignment rules associated with the
queues
rejection reasons present states
and lastly assignment groups
we'll then be showcasing how this looks
within the system and how you can verify
that it's working correctly
but that said let's get into it
perfect
so the first thing that we want to do is
configure service channel
now in today's video what we're looking
to route is
using an advanced work assignment is
actually assigning incidents
so the first thing we want to do is go
to the menu
go to the advanced work assignment
module and click on service channels
we will then create a new one for
instance as it does not already exist
now together fields
what we're going to put in the name is
incident
the inbox order is actually the order in
which chat service channel items appear
within the ancient inbox
now what we're going to do is set this
value to 100 as we already have chats in
the queue and we're looking to
put these underneath chats as incidents
are generally let lower priority than
live chats
we then set the table to be incident
then the fields on the right here you
can see already populate with assigned
to and assignment group fields
now what this means is when we actually
assign this to a user
the assign to field will get populated
with that agent's name along with their
assignment group
you can actually modify these values
depending on your organization needs
we have the ability to
define an advanced condition which is
where in where we just looked to say
okay if we want a surface channel that
applies to only incidents from
germany for example we can set a
condition here that looks to see who
opened instant and then if the location
is germany we will be using this ser
this channel
however in this instance we are going to
be routing all incidents through the
surface channel
you can also define the particular audio
that would you would like when a
new alert comes in
and then also look to define the
capacity and utilization so just walking
through each of these fields
the default work item size is the amount
of agent capacity that's used when this
work item is assigned
the capacity looks to see the number of
items that are automatically assigned to
an agent
and then the utilization condition
actually looks to determine what
actually constitutes an active item that
counts towards the agent's workload or
capacity
for example if
incident is in the active
state
then what we want to do is make this
counter utilization
now that we've configured our
service channel
what we're going to do
is create that
and then we're actually going to go
ahead and create a new queue
so we can do that
either through the service channel
itself
or through the drop down menu available
if we click into here if you haven't
sold those accelerator plugin packs you
may see some cues or that already exists
however we want to create a new one
now lq is only going to be taking in
incidents that are of a high priority
so
we're going to name high priority
set our service channel to be incident
and then what we want to do
is define the work item routing
condition
so for the conditions you can either do
simple which is just using these
drop-down options
or advanced
in which you can actually define a
script
now for simple
what we want to do is look at the
priority
and set it to be one of the following
critical or high
now
on the right here we see that there's a
schedule field
if nothing is set then it's set by
default to be 24 7.
if we go down to the bottom here we see
the two fields there's target wait time
which is used for metrics and kpis
and the max wait time
if this time
is hit
then the work item will timeout and it
will actually
be cancelled but that said we are not
setting wait times today so we'll go
ahead and submit this queue
now because we do want this these
incidents to all be routed we'll
actually create another cube to handle
those which are not high priority so
instant
medium and low
prior
priority
again
incident
now down here we want to be sure to set
the condition so then that there's no
overlap from the previous
queue that we have which is why we're
sending the condition to be priority is
one of moderate low or planning
so let's submit that
now that our cues have been set up let's
go ahead and define how they actually
get assigned to particular agents
we have gone back to our high priority
incident queue
and if we scroll down we can see an
assignment eligibility related list
what we're going to want to do
is open up
a new record here
and you can see that we actually assign
the groups that manage this queue
i have already set one up earlier
named it support
the next step is to define the agent
assignment rule
let's see what's contained within these
records
so within here is actually how we define
assignment within
the group that we assigned to manage
these work-out incoming work items
so what going to want to do is check
incident
assignment
rule
and you can choose to design by the
person who was last assigned
or by the person who has the most
capacity
it is from this record here that you
also allow the agents to reject the
incoming instant progress
and reassign required
incidents on timeout
so if you set a time here if we say one
minute if an agent has not accepted an
offered
incident
by one minute they'll go ahead and try
to reassign this incident to a different
agent
you can also define after timeout
presence so this is where you would say
if an agent turns to the array present
state or unavailable present state
that's when you want to reassign
you can also enable skills handling in
here so if you're doing skill balance
routing
you click in here enable skills and then
they'll factor skills into the
assignment
so let's submit that
and then create our assignment
eligibility record
now one thing to note is
let's say no one is available within the
it support queue to manage this work
item coming in
what we want to do is define an overflow
to do so
we actually create a brand new
assignment eligibility record
we can use the same agent assignment
rule
but instead we want to assign
it to the backup which is actually the
engineering
team this will be when the i.t support
group doesn't answer it will then be
routed to the agents with an itsm
engineering group
however to ensure that they the
engineering group does not get bothered
upon first
receiving the work
we need to set the eligibility time
so if we set it to
one hour
if an incident comes in and is offered
to the original i.t support group but no
one accepts it within an hour
it will then be routed to the itsm
engineering group
to then be accepted by one of their
agents
the next step for us is to review the
rejection reasons
so what we're able to do is again go to
the advanced work assignment module and
go to reject reasons
out of the box you have access to four
separate rejection reason
reasons
let's go into one of them
so
within the the within this record we can
see that the reason has a name called
busy and this is actually what the
agents themselves are seeing when
they're
trying to reject a
work item that has been offered to them
now we can see the options are is it
selectable by agents right now
should it apply across all service
channels
if you do not select this you need to
define which service channels it applies
to
you can also define if it is
reassignable to an agent so if a user
rejects the work item that's come in
saying that they're busy
however there's no other agents
available that work item will actually
be offered back to that same agent so
this is great if you do not have a large
support team
and
you may have an instance where everyone
might reject that rock item but you
still need someone to handle it
now lastly there's also order and this
is just the order in which it displays
um to the agents
perfect so the next item we're going to
be looking at is present states
now these are the different states that
the agents can set themselves to within
the agent workspace so let's go into one
of them
within these present states
first of all you can set the if agents
are able to receive work items within
the state
the service channels that are available
for agents to receive within the state
you can show the different channels
within the agent
workspace
and then you can also apply this across
all groups
now as we are wanting to
add an incident to be a receivable when
an agent is available
we would add it in here however you know
that we do not see it within this list
that is because if we go back to the
service channel record we can see that
it is not active
so ensure that your items are active
when you create them
so if we save that record
and navigate back to the available
present state
we can see that incident is now
selectable
so again to reiterate what this means is
if an agent marks himself as available
they can
receive both chats and incident records
now that this is configured the last
thing we want to double check is
actually that the agents have access to
um they both agent workspace and able to
be routed
um via advanced work assignment
so let's go check that out
now we'll be navigating to our it
support group
and what we see down here is that two
roles have been assigned to this it
support group the first is agent
workspace user so this role allows
agents to access their agent workspace
second of all there's a awa agent which
allows agents to receive
work via advanced work assignment
next up let's go check it out to see how
it works
so first of all what we're going to look
at is agent workspace
so right now i am logged in as our agent
jake barnes
and this is and he's currently in the
agent workspace
he's going to click on inbox
and then go ahead and set his status to
available
now that he's available we're going to
go ahead and submit an instant record
and if you remember the cue that we
configured requires incidents to have a
high priority so let's say that
now we're going to go ahead
and submit this incident
[Music]
what you can see here is an incident has
been received by jake barnes
where he can
accept
and see the incident right from his
queue
so one question you may be asking is how
do i know that this
actually was working according to an
advanced work assignment
what we're able to do is go back to the
instance
and go to the work item table
we can see in here that the incident
that we created it's actually a value in
here
so let's see what that says
within this record we can see that the
wait time was 11 seconds before it's
accepted
it was not cancelled
as work item move one
and does not fulfill any of the criteria
listed by these true false fields such
as was it rejected did it time out
these fields are all very good to use
for
your reporting and metric needs
so that has been an example
implementation for advanced work
assignment just with a simple basic use
case
as i mentioned earlier in the video
please look through the rest of the
playlist to see more specific
implementations that build upon this
version
thank you so much and i'll see you in
the next video
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