Using Advanced Work Assignment to get the right query agent on the job for users

CCB1135-K22

## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hello, good day. In this session, I'm going to present how we can leverage the advanced work assignment concept in ServiceNow to assign the right query, right work item to the right agent so that we can increase the productivity of the agent. And by finding the right agent to the end user I will contact, they'll be getting the best services using this topic. Coming to my introduction, I'm Chandra Sekhar Maganty. I'm working as senior associate in PwC India Acceleration Center. Coming to my experience, I'm having 12 plus years of experience in both the academic background as well as professional background. During my academic experience, I've trained around those instruments on ServiceNow for developer certification and admin certification. With the help of ServiceNow, we ran the program which is called ServiceNow Academic Partner Program in India. So during my professional experience, I had worked with several ServiceNow models like ITSM, CSM. And in PwC, I'm part of enterprise technology solutions, where I mostly work with [INAUDIBLE].. And during this session, I'm going to walk through with the advanced work assignment configuration. And I'll be giving a demonstration. And then we'll be having some few takeaways. So before going to the configuration, I just want to brush up a few terminologies which are related to advanced work assignment. So the first term which I will be going with is service channels. So service channels is a medium where an agent-- sorry, the service channel is a medium where the end user will be having a interaction with the agent. It might be through a chat or interaction, or else, it might be a type of case. It may be an incident as well. So we have three service channels, which comes up with these, which is case, incident, and chat. So every service channel will be associated with queues. We'll be having a different set of queues which will be checking the conditions and which will be written in true or false, based on the conditions we describe in the queues. Next we talk about is eligibility criteria. This is where we can have multiple assignment groups which are associated with the queue. And based on the time we give the assignment. And then as I mark eligibility criteria will be assigned to the particular group. And we'll be selecting a right agent using assignment rules. And coming to the assignment rules, this is where it will be deciding which agent need to be assigned to the end user's work item with my pay queue. It might be an interaction, or else, it might be a case as well. So it depends on maximum capacity, which has been allocated to the agent or as it might be the last assigned work item, which has been given to the agent. And also, how much time we need to give the-- how much time the work item should be present in the agent inbox. And coming to the use case, which I'm going to present today. I'm taking a Spanish customer, Spanish contact. So that contact will be trying to connect to the live agent through Virtual Agent. And also, she'll be creating a case in Spanish language. So how it works is when our work item, is created by the end user, service channel constantly will check whether it is a chat, it is a case submission or not. Then it will decide what service channel it is. Then it will go with the queue, whatever queue is associated with the service channel. It might have separate views. And it will select the correct view based on the conditions which we write and then use. And I prefer going to the queue. It will check the eligibility criteria. It will check what groups are there in the eligibility criteria and what time we have given, the time we have given to the eligibility criteria. And after selecting the correct assignment group, using assignment rules, it will select the right agent. And it will assign to that work item. So that's how it works. Before jumping into the demo, I'll show some basic configurations which are required for data [INAUDIBLE]. So before discussing the configurations, I'll be showing the person as the first person I contact. So we are having a contact, Tokyo. So we can see language. Tokyo's language is English. So she would be expecting a better service by providing the Spanish-speaking agents whenever she creates any work item. It might be a case. It might be chat, interaction, or anything else. And we have two persons, two agents. So one is Professor. Professor is one of the agents. So I've created a skill in CM and underscore skill table. The skill name which I've created in Spanish. And I've assigned that skill to the Professor agent, Professor record. And next user is Berlin. Berlin is another agent. In the same way, I have assigned a Spanish skill to the Berlin record as well. So two agents are having Spanish skills. And Tokyo, language is Spanish. Now come to the configurations. So first configurations would be Chat and Case. So the configurations which we'll be talking about in service channels is giving the capacity, giving the capacity. So for the case service channel, I've given 50 capacity. So it indicates that an agent can handle a maximum of 50 cases at a time. At any moment, they can handle at max of 50 cases. So if it's having or if it's already allotted with 50 cases which are in that New and the Open state, then no other work item will be assigned to that agent. So I want to talk about Agent Capacity Override. Agent Capacity Override is nothing but if any agent, if we feel any agent is capable of handling more than 50 cases, then we can create a record in this related list by providing the name and by providing the capacity. Whatever capacity we provide here, it will override the default capacity we've already checked. And next thing I want to talk about is the Layout. In the Layout, we can configure the fields which we want to display on the card, which will pop up in the agent inbox in Agent Workspace. So these are what we can configure, particular fields. Next thing I want to talk about is queues. So let me open two queues, one queue for Chat and one queue for Case as well. So any service channel can be associated with multiple queues. How a queue will be selected once a work item is created is it will check the service channel. And it will check the associated queues which are assigned-- which are associated with the service channel. And it will check the conditions. If a condition is return true, then it will go to assignment eligibility. So before going to Assignment Eligibility, we can specify conditions in two ways, one is Advanced by writing a script, which I've written the script for the chat. And another one is a Simple condition mode, a normal condition mode by simply providing different conditions. If condition is satisfied, then it will go to Assignment Eligibility. In Assignment Eligibility, we'll be providing the assignment groups. We'll be providing the assignment groups. We can have one or more assignment groups. If we are having multiple assignment groups, then it will check the eligibility. Once an assignment-- once a work item is created by the end user, if this queue is returning true, then it will go to the Assignment Eligibility. And it will check the eligible time. So I've given 0 seconds for Heist 1. So it will be going into Heist 1 one assignment group. And then, there is one assignment group. Based on the assignment rules, it will search for the right agent. If at all-- if none of the agents are available, then after waiting 45 seconds, it will go to Heist 3 assignment group. And it will search for the agents in that. So that is about queues. Next time, we're discussing the important part, Assignment Rules. This will decide to which agent or to which agent the case should be-- work item needs to be assigned. So we are having two conditions here, one is by Most Capacity and another one is Last Assigned. So based on this, a work item will be assigned to the agent. So in our use case, I'm taking Most Capacity. It indicates that whichever agent is having less number of work items in his bucket, that agent will be selected. So Rejection Handling section, we'll be having a few options like Allow Agents to Reject. Once a work item is created, if that work item is bumped up to an agent inbox, we'll be having two options, accept and reject. Reject option will be there only once we select this option. What else? If we don't select this option, the agent option will not be there. It will be having only accept. That's it. And Timeout is nothing but how much time a work item should be present in the agent inbox. For our use case, I've taken 30 seconds. So for 30 seconds, a work item will be present in the agent inbox. And Reassign on Timeout option is nothing but after 30 seconds, what happens if an agent is not accepting the work item or as he's not rejecting you? So what happens after 30 seconds? If I select this option, it will search for next best available agent to assign that work item. So that is what this option is. Next option is Skill Handling. So I enabled Skills. And I've enabled Enforce Mandatory Skills. So this indicates that in order to assign a work item to an agent, that agent needs to be mandatory. He needs to be having those skills in order to handle that bucket item. So that is what Skill Handling is. Next is Presence States. We are having three states, Available, Away, Offline. These are the states where agent can select. Once he logs in, probably, he'll be selecting Available option so that he can take up work items in order to work. Away is nothing but when he's going away from the system. Offline, once he's logging off, he'll be selecting the Offline option so that no other-- no work items will be coming up in his inbox. So Reject Reasons are not-- we will be having four reject reasons. First one, it will automatically timeout after 30 seconds elapses. And the other three options are agent selectable options. If at all an agent is rejecting any work item, then he needs to provide any of these options. It is a drop-down choice list. He needs to select this. We can create other reject reasons also by simply clicking on them. But then, yeah, I'll go with the demo. I'll go with the demo. First, I'll create an interaction record. I'll connect to the live agent. Then I'm in Tokyo. Tokyo will be connecting to the live agent. So let me click on Virtual Agent. Let me try to connect to the live agent. Yeah, it is waiting for the live agent. I'll switch to the agent inbox. Yeah, so this interaction record has come to Professor's inbox. So it will be reset, I've given 30 seconds. So it will be there. This work item will be there for 30 seconds. And this is the card. As it is interaction, this is how I configured the interaction card here. So it will wait for 30 seconds. After 30 seconds elapses, it will go-- it will search for the next best available agent, which is Berlin, because Berlin is having the Spanish skill. So yeah, this is how it works. He can accept it if he can't reject it. If he accepts it, so he will be having an active chat. He will be interacting to the agent. He will be interacting with the end user. And let me do that. Yeah, so agent has provided a Hola option. Hello to the Tokyo customer. So Tokyo can provide her query there. So yeah, Berlin received whatever message that Tokyo has typed. And he can provide whatever he wants to do. And there are a few options there, quick actions to be precise. We are having response templates, which are predefined as response templates. Agent can transfer to another agent. He can create the case through the interaction. Several options will be there which we can use. If he wants to end the interaction, so I can simply click on End Interaction, End Chat. It will end the interaction. So interaction is sent here to the Tokyo customer. So next few skills I'll be discussing is creating a case. So Tokyo is trying to create a case. Tokyo is creating a product case. So I need to select an asset. And I'll try to select an asset. I'll provide some short description then subject. So yeah, the case is created. So a case will be popped up in any of the agents. It let me switch to agents window. It is not there in Professor's inbox. So it would be there in Berlin's. Yeah, it is there. So it will wait for another six seconds. So Berlin didn't accept that case. So let me switch to Professor's inbox. Yeah, in Professor's inbox, a case has popped up in this box. So we can accept it. Or else, we can reject it. Or else, we can just leave it. If he leaves, it will search for another agent. If none of the agents are there, it will go to assigned work items. Then the question is, if none of the agents are accepting the new case, then how that case will be handled, so how the manager can assign that case. So let me go to manager's perspective. So managers will be going to Unassigned Task Work Items module, where it will be showing the unassigned work items. So let me filter it with Created. So this is the case which is not accepted by any of the agents. So we can Open the Record. So manager can see. In the Offer Details section, manager can see at what time that case has been assigned to which agent. In this, it is assigned to Professor this time. And it is assigned to Berlin at 12 13:56. So manager, case manager, can see all these details. And he, case manager, can assign manually here by providing Assigned to or as Assignment Group. He can do that. So that is one thing I wanted to present. And also, case manager can see Agent Presence & Capacity. We can see-- case manager can see all agents that are available, all agents are offline, and what are their Capacity in Use. We can filter it with Available. So Professor is available for both Chat and Case. Berlin is available for both Chat and Chase as well. And this is the Capacity in Use. And another important thing I want to show is Operations Dashboard. So Operations Dashboard doesn't come with a basic AWA plugin. We need to install another plugin for AWA Dashboard. It is Advanced Work Assignment Performance Analytics Dashboard will be there. So once we install that plugin, we can have access to this out-of-the-box dashboard. This dashboard, we can see-- case manager can see what work items are waiting, how many agents are available at this point of time, how many work items have they accepted for the day, what is the average wait time, everything, how many agents are online, how many agents are offline, available agents, everything. Group-wise, they can sort it out by group-wise, queue-wise. Anyways, any piece of information regarding AWA will be provided in AWA Operations Dashboard. Yeah, that is for the demo. I'll go ahead with the few takeaways. Yes, the first take away I want to focus is skills can be managed from skill determination rules, which we have created a few skill determination rules, or else can be managed by using business rules as well. In my demo, I've used skill determination rules for chat. And I created a few businesses rules for case skill determination rules. So another important takeaway is we need to enable Virtual Agent in the portal so that end user can contact live agent, can interact with the live agent. And after installing skill determination plugin for AWA we'll be getting two business tools, out-of-the-box business tools, skill determination work case and skill determination for interaction. By default, both of them are inactive. We need to make them active in order to work on skill-based sorting. And for better visibility of work and agents' presence to the manager or else admin, we need to use AWA Operations Dashboard, which comes with the Performance Analytics, Content Pack, Advanced Work Assignment plugin. We need to install this plugin as well. And in my demo, I went with the Spanish language. So I need to install the Spanish language plugin as well. And a few more plugins are Advanced Work Customer plugin, Skill Determination plugin. And if at all if I want to have instant service channel and case service channel, then I need to install Advanced Work Assignment plugin for CSM and Advanced Work Assignment plugin for ITSM as well. Yeah, these are the takeaways. Thank you. [MUSIC PLAYING]