What it is (plain English)
The engine that pushes the right work to the right person automatically, instead of agents cherry-picking from a queue. It considers who's available, their capacity, and their skills, then routes cases, chats, or tasks accordingly. Used across CSM, FSM, and HR.
Problems it solves
- Agents skimming the easy tickets and leaving the hard ones to rot.
- Uneven workloads — some staff drowning while others idle.
- Work landing with people who lack the skills or language to handle it.
- No live view of team capacity and assignment.
What must exist first
Platform Core Setup and a work process to route (typically CSM Case Management, Incident Management, or an HR/FSM process).
What the customer needs to provide
- Your agents' skills, languages, and which teams they belong to.
- Capacity rules: how many items a person can hold at once, by work type.
- Routing priorities: what should jump the queue and why.
- Availability expectations: shifts, presence states, how "available" is defined.
Where it can go next
AWA underpins omnichannel routing (voice, chat, messaging) and pairs with workforce management for forecasting and scheduling. It sharpens SLA attainment across every routed process.