Set Agent Affinity rules

Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.

Before you begin

Role required: awa_admin or admin

Procedure

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

     In the Essential settings section, select Set up queues.

   • All > Advanced Work Assignment > Queues.
2. Select the queue.
3. Select the Agent Affinity related list.
   • To create a Agent Affinity rule mapping, select New.
   • To change an existing Agent Affinity rule mapping, select the mapping to be updated.
4. On the form, fill in the fields.

   Table 1. Agent Affinity Rule Mapping form

   Field	Definition
   Agent Affinity Rule	Agent Affinity rule to be used for the sort.
   Order	Value of this rule relative to the other rules in the queue. Rules are ordered from lowest to highest so a rule with an order of 100 is considered before a rule with an order of 200.

5. Select Submit.
   You can specify a maximum of three Agent Affinity rules per queue.