Assignment Rule form

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Assignment Rule form Extend ServiceNow AI Platform capabilities

    The Assignment Rule form in Advanced Work Assignment allows users to create or modify rules for routing work items efficiently. It includes various fields that define how assignments are managed based on agent availability, skills, shifts, and auto-acceptance options, enhancing operational efficiency in ServiceNow.

    Show full answer Show less

    Key Features

    • Name: Identifies the assignment rule.
    • Application: Indicates the associated application, defaulting to Global.
    • Assign by: Options include:
      • Last Assigned
      • Most Capacity
    • Auto-assign handling: Automatically accepts work items, with options for agent interaction.
    • Rejection handling: Allows agents to reject items, with timeout settings for reassignment.
    • Skill handling: Routes work based on agent skills, with options to evaluate skill levels and enforce mandatory skills.
    • Shift handling: Assigns work according to agent shifts, requiring planned schedules and specific time constraints.

    Key Outcomes

    By effectively utilizing the Assignment Rule form, ServiceNow customers can ensure work items are assigned to the most appropriate agents based on criteria such as availability, skills, and shift schedules. This leads to improved response times, better resource utilization, and enhanced customer service outcomes.

    When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields.

    Table 1. Assignment Rule form
    Field Definition
    Name Name of the assignment rule.
    Application Name of the application to which this assignment rule belongs. The default application is Global.
    Short description Brief description of the assignment rule.
    Assign by Type of assignment. Select one of the following values:
    • Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work.
    • Most Capacity: Routes a work item to the agent who has the greatest availability for handling the work.
    Auto-assign handling Work items are automatically accepted without agents having to select Accept or Reject.
    • Enable auto-assign work items: Select this option to have work items automatically accepted on behalf of agents. Agents are unable to manually Accept or Reject work items.
    • Display options: Select one of the following values:
      • Select Inbox card to accept the chat interactions and add them to the agent inbox. Agents can open the accepted interaction from the inbox.
      • Select Inbox card and workspace tab to accept chat interactions and open a tab for each accepted interaction.
    Rejection handling Work items are rejected and handled.
    • Allow agents to reject: Enable agents to reject work items in their inbox.
    • Reassign on timeout: Enable reassignment of work items not accepted or rejected by agents within the specified timeout period:
      • Timeout value (Days and Hours, Minutes, Seconds): Length of time allowed for an agent to accept or reject a work item before the assignment times out (ends) and is reassigned to another agent.
      • Timeout presence state: Agent availability state after the timeout occurs: Available, Away, or Offline.

    This tab isn't available when auto-assign handling is activated.
    Skill handling Skill-based work assignments.
    • Enable skills: Route work items to agents with the appropriate skills. When selected, the Evaluate skill level and Enforce mandatory skills check boxes appear cleared.
    • Evaluate skill level: Route work items to the most qualified agents based on their skill level.
    • Enforce mandatory skills: Route work items to agents with required skills.
    Shift handling Work items are assigned to agents based on shifts.
    • Enable-shift based assignment: Assign work items to agents based on time available in their shifts.
    • Add time constraints: Add the time required to complete work items in shifts and whether agents should be continuously available for the required time period.

      This field appears only when the Enable shift-based assignment option is selected.

    • Agent criteria: Select an agent based on the time left in the agent's shift.

      This field appears only when the Enable shift-based assignment option is selected.

      Available options:

      • Least time left in shift: Assign a work item to an agent from a group of available agents based on the least amount of time available in their shifts.
      • Most time left in shift: Assign a work item to an agent from a group of available agents based on the maximum time available in their shifts.
    • Time required: Time required to complete a work item.
    • Available continuously for the required time: Assign work items to agents who are continuously available for the required time period without any breaks in a shift. Agents who don’t have the minimum time required in their shifts aren’t considered for work item assignments.
      Note:
      The Shift handling field is available only if the Advanced Work Assignment plugin (com.glide.awa) is activated and the Workforce Optimization for Customer Service plugin (com.snc.wfo.csm) or the Workforce Optimization for ITSM plugin (com.snc.wfo_itsm) plugin, or both, is activated. As a manager, you must have planned schedules for agents to assign them shifts. For more information, seeScheduling in Workforce Optimization for Customer Service andScheduling in Workforce Optimization for ITSM.

    This field appears only when the Add time constraints option is selected.