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assignment
|
Required for new assignments. Object containing information about the assignment.Data type: Object
```
{
"after_timeout_presence": "String",
"agent_sys_id": "String",
"allowed_to_decline": Boolean,
"display_option": "String",
"enable_auto_assign": Boolean,
"offered_on": "String",
"timeout": Number
}
```
|
|
assignment.after\_timeout\_presence
|
Sys\_id of the presence state that the agent switches to if the **timeout** parameter expires.If the **timeout** parameter isn't passed, this parameter is ignored.
For additional information on presence states, see [Configure agent presence states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-configure-agent-presence.md).
Data type: String
Default: Empty string \(Agent presence state doesn't change\).
Table: AWA Presence State \[awa\_presence\_state\]
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assignment.agent\_sys\_id
|
Required for new assignments. Sys\_id of the available agent to receive the work item. The agent must have the awa\_agent and awa\_external\_user roles.For information on how to determine if an agent is available, refer to [Agent Inbox controls](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/agent-experience.md).
Data type: String
Table: User \[sys\_user\]
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|
assignment.allowed\_to\_decline
|
Flag that indicates whether agents are allowed to reject work items. If this parameter is `true`, the inbox card displays both the **Accept** and **Reject** buttons on the inbox card.Valid values:
- true/yes/1: Agent can reject work items.
- false/no/0: Agent can't reject work items.
Data type: Boolean
Default: true
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assignment.display\_option
|
Display option for the card and tab when a work item is automatically assigned. This parameter is only valid if **enable\_auto\_assign** is `true`.
Valid values:
- card\_and\_tab: Display both the card and tab.
- card\_only: Display only the card.
Data type: String
Default: card\_only
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assignment.enable\_auto\_assign
|
Flag that indicates whether the work item should be automatically accepted or should allow the agent to manually accept or reject the work item.Valid values:
- true/yes/1: Automatically accept.
- false/no/0: Allow agent to manually accept or reject.
Data type: Boolean
Default: false
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assignment.offered\_on
|
Work item offer time. The offer time is used to calculate the remaining time the agent has left to accept the work item in the inbox. It helps account for the discrepancy between the time when the API request gets processed, and when the third-party routing system invokes the API request. This parameter allows external systems calling this endpoint to configure the offer time of the work item so that it stays in synchronization with the external system’s internal tracking of the work item.For example, if the work item was offered on 11:30:30, the timeout is 30 seconds, and the current time is 11:30:45, the countdown timer displays 00:15 \(as in 15 seconds remaining\).
This value is stored in the offered\_on field on the work item.
This parameter is ignored if the **timeout** parameter isn't passed.
Data type: String
Format: UTC timestamp \(yyyy-MM-dd'T'HH:mm:ss.SSS\)
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assignment.timeout
|
Amount of time that the work item stays in the agent’s inbox waiting for the agent to accept the work assignment.Data type: Number
Unit: Seconds
Default: Empty string \(No time limit\).
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external\_segment\_id
|
External identifier from the CCAAS system of the call segment offered to the agent.Data type: String
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queue\_id
|
Required for new assignments. Sys\_id of the queue record or the queue identifier in an external system.If using a queue\_id from an external system, it must be mapped to the Provider queue ID \(external\_id\) field on the awa\_queue record.
Data type: String
Table: Queue \[awa\_queue\]
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transfer
|
Required for transfer assignments. Object containing information about the transfer.If a value is provided for this parameter, the assignment is considered a transfer assignment.
Data type: Object
```
{
"source_queue_id": "String",
"target_id": "String",
"target_type": "String",
"transfer_type": "String"
}
```
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transfer.source\_queue\_id
|
Required for transfer assignments.Source queue from where the transfer is initiated. Sys\_id of the queue record or the queue identifier in an external system.
If using a queue\_id from an external system, it must be mapped to the Provider queue ID \(external\_id\) field on the awa\_queue record.
This parameter is used to create a work item before initiating the transfer if an active work item is not found. It enables transfers to be performed if the original interaction was created without any routing, such as for outbound calls.
Data type: String
Table: Queue \[awa\_queue\]
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transfer.target\_id
|
Required for transfer assignments. Sys\_id of the agent or queue record to transfer the assignment to.- If **target\_type** is `agent`, **target\_id** is the sys\_id of the agent user record in the User \[sys\_user\] table.
- If **target\_type** is `queue`, **target\_id** is the sys\_id of the queue record in the Queue \[awa\_queue\] table or the queue identifier in an external system.
Data type: String
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transfer.target\_type
|
Required for transfer assignments. Type of record to transfer the assignment to.Valid values:
- agent
- queue
Data type: String
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transfer.transfer\_type
|
Required for transfer assignments. Type of transfer.Valid values:
- blind
- consult
Data type: String
|