Advanced Work Assignment in Accounts Payable Operations

Advanced Work Assignment (AWA) automatically routes invoice cases to qualified AP agents based on availability, capacity, and skills using work item queues, routing conditions, and assignment criteria.

Customers use different channels to request service, for example, email, chat, cases, or incidents. Requests from customers create task or interaction records that store information about these objects, called work items. AWA automatically routes work items to queues that focus on certain types of support, using criteria (such as priority or customer status) that you provide.

For more information about AWA, see Advanced Work Assignment.

Note: Check your entitlements to determine whether you have access to Advanced Work Assignment in Accounts Payable Operations in Source-to-Pay Operations Professional.

• Advanced Work Assignment for Accounts Payable Operations
  Set up Advanced Work Assignment (AWA) and required plugins to automatically route incoming work items to qualified agents in Accounts Payable Operations.

Parent Topic:Accounts Payable Operations overview

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