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    Home Orlando Now Platform Capabilities Now Platform capabilities Advanced Work Assignment Using Agent Affinity Configure Agent Affinity rules

    Configure Agent Affinity rules

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    Configure Agent Affinity rules

    Create or modify the Agent Affinity rules that route work items in Advanced Work Assignment.

    Before you begin

    Role required: awa_admin or admin

    Procedure

    1. Navigate to Advanced Work Assignment > Settings > Agent Affinity Rules.
      • To create a new affinity rule, click New.
      • To update an existing affinity rule, click the affinity rule.
    2. On the form, fill in the fields.
      Field Definition
      Name Name of the affinity rule.
      Service channel Service channel that the rule applies to.
      Application Name of the application.
      Affinity based on Type of affinity. Only affinity types corresponding to your selection appear.
      • History
      • Related Tasks
      • Account Team Responsibility
      Agent's affinity to Account level or contact level. This field appears when you select History in the Affinity based on field.
      Number of days Past number of days during which the agent has worked with the customer. The maximum number of days is 30. This field appears when you select History in the Affinity based on field.
      Responsibility Agent who is part of the account team. This field appears when you select Account Team Responsibility in the Affinity based on field.
    3. Click Submit for a new affinity rule or Update to modify an existing affinity rule.

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    Release version
    Choose your release version

      Configure Agent Affinity rules

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Configure Agent Affinity rules

      Create or modify the Agent Affinity rules that route work items in Advanced Work Assignment.

      Before you begin

      Role required: awa_admin or admin

      Procedure

      1. Navigate to Advanced Work Assignment > Settings > Agent Affinity Rules.
        • To create a new affinity rule, click New.
        • To update an existing affinity rule, click the affinity rule.
      2. On the form, fill in the fields.
        Field Definition
        Name Name of the affinity rule.
        Service channel Service channel that the rule applies to.
        Application Name of the application.
        Affinity based on Type of affinity. Only affinity types corresponding to your selection appear.
        • History
        • Related Tasks
        • Account Team Responsibility
        Agent's affinity to Account level or contact level. This field appears when you select History in the Affinity based on field.
        Number of days Past number of days during which the agent has worked with the customer. The maximum number of days is 30. This field appears when you select History in the Affinity based on field.
        Responsibility Agent who is part of the account team. This field appears when you select Account Team Responsibility in the Affinity based on field.
      3. Click Submit for a new affinity rule or Update to modify an existing affinity rule.

      Tags:

      Feedback

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