Configure Advanced Work Assignment chat queue
Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.
Before you begin
Role required: admin
Ensure that you have activated the Agent Chat (com.glide.interaction.awa) plugin.
Procedure
Navigate to All > Advanced Work Assignment > Queues.
Perform any of the following task.
- Open the Universal Request Chat Queue chat queue and modify it
- Create the Assignment Eligibility record for the chat queue modifying the application provided Universal Request assignment rule.
- Click New to create a new record. For more information, see Advanced Work Assignment.
Click Submit.
Parent Topic:Configure Chat queues