Avaya Work Assignment Snap-in

Latest Release: 3.6 (April 2019)

Product Overview

The Avaya Work Assignment Snap-in to the Avaya Breeze Platform is an extensible, highly scalable, highly available and resilient next generation work distribution system that manages the assignment of work items to resources across the enterprise. The snap-in uses a single universal resource pool model and attributes/analytics driven routing.

Highlights

  • Work Assignment provides ReSTful Web service interfaces that enable integration with third-party client applications.
  • Client applications can use the ReST interfaces to: request single, multiple or group resources to handle work items; accept offers of resources; query resources; manage resources and the number of work items assigned to them; etc.
  • When making a request, the client application provides a list of attributes desirable for handling the work item. Work Assignment identifies and offers available resources with matching attributes.
  • Avaya Engagement Designer supports Work Assignment tasks that enable business analysts and others to include Work Assignment capabilities in their business process workflow definitions.
  • Work Assignment can be integrated with Experience Portal to enable front-end applications to perform Work Assignment metric checks before choosing the best attribute set.
Avaya Workspaces screen shot
Work Assignment tasks in Collaboration Designer

Resources

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