Hi Team, I want to Setup Advanced Work Assignment for Service Desk in SOW
Service Channels
Define the source of work items (e.g., Incidents, Chats, Walk-up requests).
Each channel represents a type of interaction or task.
Work Item Queues
Group incoming work items before assignment.
Queues can be specialized (e.g., VIP, High Priority).
Assignment Rules
Define how items move from queues to agents.
Rules consider capacity, skills, and fallback options.
Assignment Groups & Eligibility
Specify which agents or groups are eligible for work from each queue.
Presence & Capacity Management
Agents set availability in Agent Workspace.
System calculates workload to avoid overloading. [servicenow.com]
can any one help me on this ?
