AWA Implementation Guide: Context Based Routing
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AWA Implementation Guide: Context Based Routing
Advanced Work Assignment lets you automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. This video provides a guide to implementing AWA using Context to route your work ...
7.6K viewsJul 19, 2022
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