---
title: Advanced Work Assignment
description: Advanced Work Assignment \(AWA\) automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-application-landing-page.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage people and work, Conversational Interfaces]
---

# Advanced Work Assignment

Advanced Work Assignment \(AWA\) automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.

## Get started

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[Explore\[Omitted image "bus-explore.svg"\] Alt text:Learn about Advanced Work Assignment \(AWA\) concepts and features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-overview.md)

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[Configure\[Omitted image "bus-sdlc.svg"\] Alt text: Install Advanced Work Assignment \(AWA\) and activate relevant plugins. Set up AWA to automatically assign work items to qualified agents using defined work item queues, routing conditions, and assignment criteria.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/installing-awa.md)

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[Use\[Omitted image "bus-person.svg"\] Alt text:Use Advanced Work Assignment \(AWA\) to compose SMS conversations, check work items and AWA events, and enable logging.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/using-awa.md)

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[Analytics &amp; Reporting Solutions\[Omitted image "bus-actionable-analytics.svg"\] Alt text:Work with dashboards, like Platform Analytics Solutions, to analyze information.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/analytics-reporting-awa.md)

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[Reference\[Omitted image "bus-learn.svg"\] Alt text:Get Advanced Work Assignment \(AWA\) details for domain separation, components, and properties.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/reference-awa.md)

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