# **What's New in Yokohama**

The latest release of Yokohama introduces several exciting new features designed to enhance the agent experience and facilitate improved communication between team members.

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### Prerequisites

Please see the necessary plugins and roles required for Advanced Work Assignment

**Table of Contents**

* AWA Plugins
* AWA System Roles
* Agent Chat Enhancements
* Sidebar Chat Enhancements

**AWA Plugins**

* Required plugins:
* Advanced Work Assignment plugin (com.glide.awa)
* Agent Chat (com.glide.interaction.awa)
* Performance Analytics Content Pack – Advanced Work Assignment (com.snc.pa.awa)
* Walk-up Experience (com.snc.walkup)
* Optional plugins (for advanced or product specific routing needs):
* Advanced Work Assignment for Incidents (com.snc.incident.awa)
* Advanced Work Assignment for CSM (com.sn\_csm.awa)
* Advanced Work Assignment for HRSD (com.sn\_hr\_awa)
* Skills Management (com.snc.skills\_management)

**AWA System Roles**

* System roles:
* AWA administrator (awa\_admin)
* AWA agent (awa\_agent)
* AWA integration user (awa\_integration\_user)
* AWA manager (awa\_manager)

**Advanced Work Assignment**

Resizable Chat Panel

* The Agent Chat experience has been enhanced to allow agents the ability to resize the chat panel for greater visibility and focus

Chat Modularity

* The Agent Chat experience has been enhanced to allow agents to place the chat box in the center or left of the workspace in order to enable greater flexibility and productivity

External Routing using Genesys (CCaaS)

* Customers using CCaaS platforms (ex. Genesys) will be able to route work items from ServiceNow into their CCaaS routing engine using our integration specifically designed to meet performance and scalability

**Sidebar Chat**

Standalone Conversations

* The Sidebar experience has been enhanced to allow agents to reach out to teammates that are not specific to a record/task for greater communication

Private Conversations

* The Sidebar experience has been enhanced to allow agents to initiate conversations of a sensitive nature and invite only a select few participants

Standalone Conversations

* The Sidebar experience has been enhanced to allow agents to collaborate with teammates who use Slack without leaving ServiceNow