Configure Advanced Work Assignment chat queue

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.

    Before you begin

    Role required: admin

    Ensure that you have activated the Agent Chat (com.glide.interaction.awa) plugin.

    Procedure

    1. Navigate to All > Advanced Work Assignment > Queues.
    2. Perform any of the following task.
      • Open the Universal Request Chat Queue chat queue and modify it
      • Create the Assignment Eligibility record for the chat queue modifying the application provided Universal Request assignment rule.
      • Click New to create a new record.

      For more information, see Advanced Work Assignment.

    3. Click Submit.