Enhancing Advanced Work Assignment (AWA) Process with Agent's Experience
What enhances Advanced Work Assignment's (AWA) assignment process by adding an agent's work history, related tasks, or account team affinity?
1) Agent's performance metrics
2) Agent's skill set
3) Agent's availability
4) Agent's experience
Final answer: Agent's experience enhances AWA's assignment process by considering work history, related tasks, and team relationships, which is crucial for efficient task assignment.
Answer:
Agent's experience enhances Advanced Work Assignment's (AWA) assignment process. AWA module aims to offer work items like interactions and tasks to agents based on various factors. Agent's experience adds value by considering work history, related tasks, and team relationships.
The Advanced Work Assignment (AWA) module is essential for optimizing task assignment for agents. It routes work items based on group, availability, capacity, and skills. However, the element that enhances AWA's assignment process the most is the agent's experience.
Agent's experience encompasses their past work history, familiarity with related tasks, and any existing relationships with clients or account teams. This information can be crucial for efficient and effective task assignment processes. By taking into account an agent's experience, AWA can make better decisions on which tasks to assign based on the agent's prior knowledge and relationships.
In summary, while metrics, skill set, and availability are important, an agent's experience plays a significant role in enhancing the AWA assignment process. It helps in considering the agent's familiarity with tasks, work history, and relationships, ultimately leading to more optimal task assignments.