AWA Task Routing
Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.
Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.
When enabled and working in a supported workspace, an additional channel will be displayed on the b+s Connects for ServiceNow gadget. This channel represents the Advanced Work Assignment (AWA) channel that also can be used out of the box in ServiceNow. This feature makes it possible to control the agent state, accept/reject tasks and chats all in one place and also ensures that no real time interactions (calls or chats) are routed to the agent who is already busy with another interaction.
The Federation (AWA) channel is displayed on all workspaces with an inbox.
State Control
The state control works in a similar way to the voice state control. See Agent State Control for more information on this.
Be aware that a logout from the voice channel will also log the agent out from the AWA channel.
Channel blending
Voice calls and chats can change each others channel state to unavailable in order to eliminate disturbances from other real time interactions. After the work item ends, the channel will be set back to its original state automatically (if it was not changed manually during this time).
If channel blending is configured and the agent changes the AWA channel's state within the AWA inbox while being in a voice call, the state will be reset to the configured AWA state during a voice call.
Differences from voice channel
There are a few small differences between the voice channel and the AWA channel.
- The AWA state is in state logoff when logging in, whereas the voice channel puts the agent in the state
Idle. - There is no wrap up state for the AWA channel.
- An administrator can enable individual service channel control for available states
Work Item Control
Work items routed over Advanced Work Assignment can also be accepted and rejected within the b+s Connects gadget.
The channel state will not change when there is an item in state "pending to accept".
Due to a ServiceNow limitation, accepting incoming work items on the gadget in Washington DC release is not supported. When doing so, the item is accepted and assigned to the agent but will remain displayed on the gadget until a page reload. We recommend accepting work items directly via the ServiceNow inbox instead.
Displayed data
The fields displayed on the gadget are configurable and therefore the content may differ from the screenshots above.
If a timeout is configured to accept the task, a countdown timer is displayed below the "ringing" icon.
Clicking on the title will open the routed item within ServiceNow.
Accept
Accepting a work item will cause the routed item to be opened automatically and the work item on the b+s Connects gadget to disappear.
Reject
Clicking on the reject button causes a menu to appear with the selectable reject reasons. Selecting a reason will reject the work item and it will disappear from the gadget.
The configuration may not allow tasks to be rejected and as a result this button would not be displayed.
Task & Chat items
Task items are work items that do not have a real time interaction with the customer like incidents, requests, cases, etc.
Chat items are Servicenow interactions of type chat and thus real time conversations.
Once accepted, both types can be handled directly within the ServiceNow UI.
Notifications
If not explicitly disabled, a tone is played by ServiceNow to indicate that a new item has been routed to the agent. It is also possible to use the b+s Connects Desktop Notification, as well as the built in AWA desktop notifications.