---
sourceDocument: Zurich Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Define agent pools eligible for assignment

# Define agent pools eligible for assignment {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Specify pools of agents eligible to receive overflow work assignments for a queue. An
eligible assignment pool can consist of one or more groups of agents available to work on
items in the queue. This feature enables Advanced Work Assignment to find a
qualified agent from a wider pool of agents.

## Before you begin

Role required: admin

## About this task

Use the Assignment Eligibility related link to expand the pool
of agents eligible to work on items in the queue when other agents are busy or
unavailable. For each agent pool, select the assignment rule that determines the
assignment eligibility. If you don't define an eligible assignment pool for a queue,
work items are routed to the queue but AWA doesn't
assign them.

## Procedure

1. Navigate to the queue settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#awa-specify-assignment-eligibility__choices_nt4_2f3_tvb}
2. Select the queue.
3. To create an assignment pool, go to the Assignment Eligibility related link.
   * To create a new eligible assignment pool, select New.
   * To change the assignment eligibility for a pool of agents, select the pool to be updated.
   {#awa-specify-assignment-eligibility__choices_fdd_423_nkb}
4. On the form, fill in the fields.  
   {#awa-specify-assignment-eligibility__table_nln_krq_lfb__entry__2}

   | Field | Definition |
   |-|-|
   | Agent assignment rule | The name of the rule that determines how work items are to be assigned. Select an assignment rule from the list. |
   | Eligible at | The length of time in seconds before AWA considers the next set of agents for assignment. |
   | Groups | The set of groups eligible for assignment. * Click the lock icon to unlock it and select the agent groups in the eligible assignment pool. * Click the lock icon to lock it. {#awa-specify-assignment-eligibility__ul_zhy_s5p_dgb} |
   [ ]

   {#awa-specify-assignment-eligibility__table_nln_krq_lfb}
5. Select Submit to create the eligible or Update if modifying an eligible assignment pool.  
   The Queues \[awa_queues\] table is updated with the eligible assignment pool.

*[\>]: and then