Create assignment rules and groups

Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.

Before you begin

You must first create a new assignment rule before you create a service channel. For more information, see create a service channel. Use Exploring Advanced Work Assignment (AWA) to route work items automatically to agents based on an agent's availability, capacity, and skills.

Role required: sn_channel_mgmt.admin

About this task

An eligible assignment group can consist of one or more groups of agents available to work on items in the queue.

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Channel Management > Queues
2. Select a queue to define an assignment rule.
3. In the Assignment Eligibility tab, click New.
4. On the form, fill in the fields.

   Field	Definition
   Agent assignment rule	Name of the rule to assign work items to agents.
   Eligible at	The duration that this assignment rule is valid for a set of agents.
   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.

5. Click Submit to create the eligible or Update if modifying an eligible assignment pool.
   The Queues [awa_queues] table is updated with the eligible assignment group.

   Note:

   For a new service channel, you must first create a new assignment rule and then create a service channel.