What components make up Advanced Work Assignment (AWA)?

Components of Advanced Work Assignment (AWA)

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.