Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.

Before you begin

  • A basic understanding of the Skills Management feature is recommended.
  • If you want agent skills to be considered when work is routed to the appropriate agents, define the skills for your agents or groups. When you enable the skill handling options on the Assignment Rules form, AWA assigns the users in groups with the appropriate skills to corresponding work items.
  • You can use rules to identify skills and assign them to work items. For more information on defining and assigning skills for work items, see Routing work items to agents based on skills.

Role required: awa_admin or admin

Procedure

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

      In the Essential settings section, select Set up assignment rules.

    • All > Advanced Work Assignment > Assignment Rules.
  2. Choose a situation.
    • To create a rule, select New.
    • To change a rule, select the rule to be updated.
  3. On the Assignment Rule form, fill in the fields.
    For a description of the field values, see Assignment Rule form.
  4. Select Submit for a new rule or Update if you're changing the rule.
    The assignment rule is added to or updated in the Assignment Rules [awa_assignment_rule] table.