Configure › Advanced Work Assignment › Manage people and work › Conversational Interfaces

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create or change a work item size override

Create a work item size override if you want Agent Affinity to calculate an agent's workload using a work item size other than the default.

Before you begin

Role required: awa_admin or admin

Navigate to the service channel settings through one of the following navigation paths:
- All > Advanced Work Assignment > Home.
  
  In the Essential settings section, select Set up service channels.
- All > Advanced Work Assignment > Service Channels.
- Select the service channel.
On the form, select the Work Item Size Override list.
- To create an override, select New.
- To change an existing override, select the override that you want to update.
- On the form, fill in the fields.

Field	Definition
Name	Name of the override.
Service Channel	Service channel that is assigned to the override.
Override Size	Size to use instead of the default.
Order	Order in which Advanced Work Assignment considers this size override.
Condition mode	Type of condition for routing work items using this size override: - Simple: Specify a routine condition using the condition builder. - Advanced: Specify a JavaScript scripted condition.
Conditions	Condition that applies to the override work item sizes. This field appears when you select Simple in the Condition mode field.
Script	JavaScript condition statement that specifies the override work item size. The condition must evaluate to true. This field appears when you select Advanced in the Condition mode field.