Configure reassignable settings

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Configure whether an agent who rejected a work item is eligible to be offered the same work item.

    Before you begin

    Role required: admin

    Procedure

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

        In the Additional settings section, select Set up reject reasons.

      • All > Advanced Work Assignment > Reject Reasons.
    2. Select the reason record that you want to change.
    3. On the form, configure the Reassignable field:
      • If you want to have an agent who rejected a work item be eligible to be offered the same work item, select the Reassignable field.
      • If you don’t want to have an agent who rejected a work item be eligible to be offered the same work item, unselect the Reassignable field.