Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. A reject reason can apply to all service channels or a single channel that you specify.

Before you begin

Role required: awa_admin or 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. Choose a situation.
    • To create a rejection reason, select New.
    • To update an existing rejection reason, select the reason record.
  3. On the form, fill in the fields.
    FieldDefinition
    Reason Name of the reason for rejecting work items.
    Agent selectable Indicates that the reject reason is selectable by agents in their Agent Workspace Inbox.
    Order Order in which the reject reasons are listed in the agent inbox.
    Apply to all service channels Indicates that the reject reason applies to all service channels. To make the reason available to a single channel, unselect this check box and in the Service channel field, select the appropriate channel.
    Service channel Service channel that the rule applies to. This field is displayed when Apply to all service channels isn’t enabled.
    Reassignable Indicates if the work item can be reassigned to the agent who rejected it.
  4. Select Submit for a new reason, or if changing an existing reason, select Update.
    The rejection reason is added to or updated in the Reject Reasons [awa_reject_reason] table.