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Work Item Queue – a nice optional feature in Workflow

• July 15, 2015

Intent of the Functionality 

The intent is that a user can pick something (a document, a transaction) from the queue, ASSIGN it to him- or her-self and then become the reviewer of the document or transaction going forward. The document in the queue is then out of the queue and goes from “un-assigned” to “assigned”.

Realize the key limitation of this feature; it is NOT available for approval steps in a workflow. These steps are considered too weighty to be simply distributed through a queue! Remember the typical example of a Purchase Requisition that is going to different approvers based on the dollar amount. Approval is controlled by more serious functionality, for example the Management hierarchy!

Only review steps in a workflow can be handled with a queue! Many workflows have a review step. This is always an optional step. On the contrary,  approval is never an optional step as it is the heart of the workflow.

Once in a workflow, for a review activity you will see an extra option for the “Assignment type”, called “queue”.

This surprising choice will then prompt you to enter a queue! These queues have to be set up ahead of time.

Where to find them?

Organization management/setup/Workflow/work item queues.

• The document field is of key importance! This has a number of values that correspond to existing workflow templates. The list is limited! Only workflows that have a review step are in there.

The value chosen here has to correspond with the workflow in which you are going to use queues.

• Users that are allowed to use this queue have to be listed. Many users can be linked to a queue (of course ,that is the whole point!). If you are the creator of the work item queue, you will automatically appear here as an administrator.
• The assignment rule is also very interesting. You can decide which conditions you want to be true for a document to get loaded into that queue yes or no. The assignment rule is nothing but a conditional statement in the same format that you are already familiar with when you use workflows. See below.

• The status of this queue has to be active. (do this manually while you create it)

You can combine your work item queues in groups. We found this to be un-necessary in our initial testing.

Organization management/setup/workflow/work item queue groups

The only thing you can do in a group is to put your work item queue in the “selected” list. But that seems not to do anything, UNLESS you use the re-assign function (see page 5 in this document ). Only those work item queues that are “selected” will show as a possible choice when I want to re-assign. If you do never re-assign a work item to a different queue, the group functionality is not necessary.

In other words: without setting up a group, the work item queues work fine.

How to process documents in a queue?

We have to go to the Home area page in the very top of the Common section.

The first choice will show the documents AFTER you have assigned it to yourself from the queue!

The second choice is when you are the administrator of the work item queue.

If you are not a queue administrator, you use the third choice.

NOTE: You can be a user, including being an administrator, in many different queues.

Here you see your queue and the ACTIONS only require an ACCEPT or RECALL. There is no REJECT, obviously. If you don’t want it, just do not ACCEPT! After ACCEPT, you will find the document in the first menu choice “Work items assigned to me”.

After this, the document or transaction will have to be reviewed by you! You will get the familiar (hard coded) choices shown below:

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Create an assignment rule.

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Import the conditions for the “Workflow work item queue assignment rule” using data management

please enable to Import the conditions for the “Workflow work item queue assignment rule” using data management.

WorkflowWorkItemQueueAssignmentRuleEntity contains a column EXPRESSIONID filled with e.g. below signs combinations, when conditions are filled, but it's not possible to translate by user the conditionc to such signs combinations. it's done by the system.

{D4F5DB41-257B-47C2-B3F4-560AFABBD27F}

{29FAE84A-51F5-4B0B-9D46-94D00C57057E}

{D501F2E8-0024-44F0-A450-C8F3E070BBC8}

{2CBA291F-8F71-4054-8B0E-0F4E8F6275C2}

Thanks in advance.

Best regards

Pawel Kolosza  

Consultant Microsoft Dynamics 365 Finance & Operations

ServiceNow® Advanced Work Assignment (AWA) - a clever automation of your workload distribution

The proper distribution of tickets and workload is a key factor in providing rapid resolution and enhanced user experience in all enterprises. It used to be that assignments would go through several iterations and many conversations, sometimes even with end-user involvement, until the task finally landed on the proper agent to work on it. All of this is time-consuming, error-prone, and both a bottleneck and a single point of failure in the process. As an illustration of the nature of the challenge, consider the steps involved in finding an agent with the appropriate language skills in a multi-language environment.

The ServiceNow® Advanced Work Assignment (AWA) feature is a way to cleverly automate your workload distribution. Assigning work items to your agents is based on their availability, capacity, and optionally, skills. AWA uses queues, routing conditions, and assignment criteria to select the best-qualified agent for the task.

Figure 1. AWA Overview (Source: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignment/image/awa-overview-flow.png)

AWA was introduced with the Madrid release in early 2019 as a way to manage agents’ ITSM tasks. In recent releases, it has become available across the whole platform to take advantage of the huge benefits it offers.

AWA functionality is available and embedded into the Workspace environment, which is an advanced UI created and enhanced for fulfillers and agents. There is a dedicated inbox section where fulfillers and agents can monitor incoming tasks and requests. Agent availability is set according to their schedules and includes omnichannel presence, but the system also allows the agent to set their presence across one or more channels.

Figure 2. Agent availability in Workspace Inbox

Customers can interact with ServiceNow through different service channels such as incidents, cases, walk-ups, and chats. When the customer makes a request, a work item is created. This is a single piece of work that can be handled by an agent from start to finish.

Advanced Work Assignment allows the system to push work to agents. It uses configurable criteria to automatically route work items to queues that focus on various support channels. This lets the platform enforce assignments to the proper group or agents.

Queues collect and store a specific type of work item for a dedicated service channel. Queues can be configured to focus on a certain type of support, such as VIP customers or critical cases. AWA routes work items to queues based on specific conditions or requirements that you define, such as customer status or region. Groups assigned to each queue then handle the incoming work items. Once work items are placed in a queue, AWA can assign items to available agents based on assignment rules, agent availability, and capacity. In each queue, there is a possibility to set a timer that allows agents to respond to the work item.

Agent capacity is also configurable. Agent capacity is the maximum number of work items on a particular service channel that an agent may actively work on at one time. Another characteristic that is measured and managed by the platform is the agent affinity. There are three major types of affinities:

• Historical affinity, in which AWA tries to identify the best agent based on the agent's history of serving the same customer;
• Related task affinity, in which AWA tries to identify the best agent based on the agent's past assignments on related tasks.
• Account team affinity, in which AWA tries to identify the best agent based on the agent's responsibility or role in the account team.

If multiple rules are relevant, they can be ordered to be able to achieve the maximum result for this capacity.

Another adjustment is the possibility to set up the layout of the inbox. This is set in a configuration tied to a service channel that defines which fields of a record representing a work item are shown in agent inboxes. A layout defines what the agent sees in their corresponding Workspace area.

If a work item is rejected, the agent must provide a reason, such as being in a phone call with another customer. When a rejection occurs or the job is timed out, the work item is returned back to the queue to find the next available agent. Whenever an entry is missed by an agent or is timed out, AWA automatically marks the status of the user to ‘away’ to avoid sending additional assignments to them until they are available again.

After an agent accepts a work item, all relevant information is available to them, including historical data. During fulfillment, there may be a need for additional skills to complete the request; in this case, rerouting is an option.

Skill-based routing and assignment is an advanced part of AWA. One example of its usage is when a chat is initiated from a specific location, a required language skill can automatically be added to the conversation. This means that there is no need for separate dedicated queues only to the required skill - availability and capacity should be measured to properly route this work item.

AWA Overflow Strategy is another key feature. It automatically kicks in when one of the channels becomes overloaded - a backup group of agents can be utilized to work on the items. In this instance, cases are automatically routed to secondary or tertiary support groups to help take on work. There are two major benefits that this brings: First there is no proliferation of separate queues, which offers simpler queue management. Secondly, the work item stays in the queue, which means the integrity of the queue reports and work item reports is maintained. This is a very powerful concept which few competing products can match.

Advanced Work Assignment provides dedicated reports and dashboards, which enable managers to monitor work item handling so that agents can better support customer needs.

Figure 4. Advanced Work Assignment dashboard for Operations

The helpdesk or call center manager and team leads are the most experienced people within the team and their time is critical. By utilizing this feature they can be freed up from manual assignment to focus on monitoring, coaching, and training agents, which would be a better use of their time.

From a customer standpoint, there is less wait time and improved customer satisfaction, also known as CSAT.

This article was written by  Bulcsu Boros , Principal ServiceNow Consultant at GuideVision.

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• Workflow WorkItem Queues in Microsoft Dynamics AX 2012

August 24, 2012 1 Comment

What is a Work Item Queue? Work item queue is a collection of documents that require processing. Every work item queue must have users assigned to it who are responsible for monitoring the queue and processing the documents that are in it. The user who is assigned to a queue can complete any of the tasks in the queue.

What is a Work Item Queue Group? A work item queue group is a collection of queues for work items. Work item queue groups helps us to manage queues effectively.

Example: All tasks which can be configured as manual tasks in workflow, can be configured as work items in the queue.

Sample Business Scenario: Lets take a sample business scenario and see how to design it using WorkItem Queues. Requirement: All purchase requisitions which belong to project series 10001 should be approved by Steven, the project manager A and project series 10002 should be approved by Mark, the project manager B. Steven and Mark should be able to assign the purchase requisitions to anybody in their team for approval or denial. Technical design: 1) Create 2 work item queues – one for Steven and another for Mark. 2) Assign users to these queues. i.e., Assign all team members of Steven as users to the work item queue for Steven. Similarly for Mark. 3) Create 2 work item queue assignment rules – one for project 10001 and another for project 10002. 4) Assign these assignment rules to work item queues created in step 1.

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Configure a manual queue with rules that automatically assign tasks to a specific team or user in a designated work group. This enables certain orchestration items to have priority over others, based on orchestration queue assignment rules.

For more information about assignment rules, see Queue Assignment Rules .

To define a manual task assignment rule follow these steps:

From the App Launcher, click Manual Queues .

Click New .

Type a name for the manual queue.

Specify the Queue Type:

Attributes-Based

Round Robin

Least Loaded

Click Save.

Click Add Member.

A list of user groups appears.

Select the user groups, then close the popup box.

The user groups are added to the membership list. The order in which users are allocated tasks for Round Robin queues is defined by the sequence in which the users were originally selected.

The manual queue is defined with the queue type you chose.

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How to Use Salesforce Omni-Channel Routing to Automate Your Case Assignments

If you’re running a customer support or call center, you know that getting the right support request to the right agent at the right time can be a real challenge. Support centers receive high volumes of customer requests from a multitude of sources (website forms, incoming emails, customer chats, and phone calls), and of course, what the customer needs can vary widely. Customer SLAs dictate how quickly we need to respond to or resolve the issue, but that relies on the request going to the right person who has the skills to resolve the issue.

Traditionally, case assignments in Salesforce are done with Case Assignment Rules. These are simple automation rules that send Cases either to a holding queue or to individual users based on case criteria. In this workflow, however, agents have to manually review queues and pull work items out for themselves – or supervisors have to manually assign Cases from queues, which is what one of our clients was doing for thousands of Cases per day. Thankfully, there’s a better solution.

Salesforce Omni-Channel Routing takes these traditional queue assignments and supercharges them with automated assignments from queues directly to the right agents. It allows a support agent to log into the routing system and automatically receive cases and work items from the queues they are assigned to – no manual assignment required! It’s smart enough to take into account the agent’s capacity as well as the age and priority of the work item.

Replacing Manual Assignments

For our client, we replaced their manual assignments with the following workflow:

• Incoming work is routed to Queues based on the case type and details.
• Supervisors manage their agents’ queue assignments, assigning agents only to queues they are trained on, ensuring the right agent with the right skill set gets the case.
• Supervisors manage how many cases an agent can handle at a time. Cases are automatically routed when they come in to agents with open capacity to handle the case. If no agents are available, the cases wait in the queue and go to the next agent that becomes available.
• Agents log in to receive work, ensuring they don’t get work when they’re out of the office or on break. Supervisors can easily view who’s online.
• The Salesforce Omni-Channel Supervisor app allows team leads and managers to see their agents with assigned workloads plus the cases waiting to be assigned – all in one view instead of navigating multiple dashboards and reports.

Our client was previously spending hours per day per supervisor, with each supervisor manually reviewing their team’s current assignments and the cases that needed to be assigned. They then manually assigned and balanced the workload across their teams. That entire workflow has been replaced. When we moved 60 agents and 10 supervisors onto Omni-Channel, our client saved over 20 manhours per working day – and they’re more compliant with SLAs since we’ve removed the opportunity for human error to have cases fall through the cracks.

Other Salesforce Omni-Channel Routing Use Cases

Of course, this is just one example of Omni-Channel routing. Omni-Channel can also route real-time items like incoming chats or phone calls, or even incoming leads. This works seamlessly with other work item routing, allowing agents to manage multiple incoming channels. It also allows for skill-based routing, where agents and work items are assigned to Skills that are then matched up to perform the routing.

If your support team struggles to quickly resolve cases because they go to the wrong agent or don’t get assigned in a timely manner, we can help . Soliant Consulting provides Service Cloud implementation services as well as specific Omni-Channel consultations.

About The Author

1 thought on “How to Use Salesforce Omni-Channel Routing to Automate Your Case Assignments”

I hope you are well!

I am the Salesforce Architect from India. I have one unresolved use case on omni-channel and i need a help on..

If an agent logins early morning then all the priority cases are getting assigned to that agent rather than the other agents who are login bit late. So, I need some cooling time in assigning the priority cases. or assigning the priority case with less capacity and other cases with the default set capacity Case capacity is set to 5 currently.

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Workflow work item queue assignment in Workflow(WorkflowWorkItemQueueAssignmentEntity)

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Latest version of the JSON entity definition is available on GitHub .

is.CDM.entityVersion

is.application.releaseVersion

DefaultQueue

First included in: Workflow/WorkflowWorkItemQueueAssignmentEntity (this entity)

is.dataFormat.character is.dataFormat.big is.dataFormat.array is.nullable The attribute value may be set to NULL.

is.dataFormat.character is.dataFormat.array

WorkitemType

Defaultworkitemqueuename, defaultworkitemqueuetype, backingtable_workflowworkitemqueueexpressiondefrelationshipid.

is.dataFormat.guid is.dataFormat.character is.dataFormat.array

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