Create or change 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 the agent affinity settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Advanced settings section, select Set up Agent Affinity.

    • All > Advanced Work Assignment > Agent Affinity Rules.
  2. Choose a situation.
    • To create an affinity rule, select New.
    • To update an existing affinity rule, select the affinity rule.
  3. On the form, fill in the fields.
    FieldDefinition
    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.
  4. Click Submit for a new affinity rule or Update to modify an existing affinity rule.