assignment group is taking from assignment eligibilty

[mahesh146]

In a virtual agent after creation of interaction once agent is accepted the interaction, assignment group is setting from assignment eligibility, which functionality is causing this

[Sandeep Rajput]

@mahesh146 Did you check if any assignemnt/matching rules are triggering behind the scene?

[mahesh146]

Hi @Sandeep Rajput 

please see the below image

[Sandeep Rajput]

This is an OOTB functionality, I am copying an excerpt from @Eliza's

response from this thread https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...

According to her.

Queues hold the relationship between the assignment groups and the assignment rules in the Assignment Eligibility related list.

The process is as follows:

1. Work item/task (what is being routed) is created.
2. Work item is added to queue based upon the conditions it fulfills.
3. Work item is then offered to agents within the assignment group defined in the Assignment Eligibility list, with priority given to agents with matching skills/capacity/availability.

Source: https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...

[mahesh146]

Hi @Sandeep Rajput 

as per our requirement assignment group should be set based on user account, we wrote one script for this, it is setting as expected before agent accept the interaction, once he is accept the interaction assignment group is changing to assignment eligibility group in queue, how to restrict to set assignment eligibility for this