Configure whether an agent who rejected a work item is eligible to be offered the same work item.

Before you begin

Role required: admin

Procedure

  1. Navigate to the reject reasons settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Additional settings section, select Set up reject reasons.

    • All > Advanced Work Assignment > Reject Reasons.
  2. Select the reason record that you want to change.
  3. On the form, configure the Reassignable field:
    • If you want to have an agent who rejected a work item be eligible to be offered the same work item, select the Reassignable field.
    • If you don’t want to have an agent who rejected a work item be eligible to be offered the same work item, unselect the Reassignable field.