Create assignment rules and groups
Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.
Before you begin
You must first create a new assignment rule before you create a service channel. For more information, see create a service channel. Use Exploring Advanced Work Assignment (AWA) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Role required: sn_channel_mgmt.admin
About this task
An eligible assignment group can consist of one or more groups of agents available to work on items in the queue.
Procedure
Navigate to All > Workforce Optimization for ITSM > Channel Management > Queues
Select a queue to define an assignment rule.
In the Assignment Eligibility tab, click New.
On the form, fill in the fields.
| Field | Definition |
|---|---|
| Agent assignment rule | Name of the rule to assign work items to agents. |
| Eligible at | The duration that this assignment rule is valid for a set of agents. |
| Groups | The set of groups eligible for assignment. - Click the lock icon to unlock it and select the agent groups in the eligible assignment pool. - Click the lock icon to lock it. |
Click Submit to create the eligible or Update if modifying an eligible assignment pool.
The Queues [awa_queues] table is updated with the eligible assignment group.
Note: For a new service channel, you must first create a new assignment rule and then create a service channel.
Parent Topic:Setting up Channels in Workforce Optimization for ITSM