Set up a custom service channel to expand the type and scope of work that is routed automatically to your agents.

1. Navigate to Advanced Work Assignment > Service Channels, and then click New.
2. Complete the service channel fields, and then click Submit.
   For more information, see Configure a service channel.
3. Create an assignment rule.
   For more information, see Configure agent assignment rules.
4. Create a work item queue for your service channel.

   For more information, see Create a work item queue.

5. On the form for the work item queue that you created, go to the Assignment Eligibility related link and create an eligible assignment pool.

   Make sure to associate your assignment rule to the eligible assignment pool.

   For more information, see Define agent pools eligible for assignment.

6. Make your service channel available in Agent Workspace.
   1. Navigate to Advanced Work Assignment > Presence States, and then open Available.
   2. On the form, move your custom service channel to the Selected list.
   3. Select Active option (if not already selected).
   4. Click Update.
7. (Optional) Create or modify the inbox card layout to show the most important information from a work item.
   For more information, see Create or modify an inbox layout.