Matching rules for case assignment

Release version: Australia

Updated March 12, 2026

1 minute to read

Use a matching rule to create a configuration for the assignment workbench.

The assignment workbench configuration is stored in a matching rule that is based on the Selection criteria matching type.

The default configuration uses the Recommendation for Case Assignment matching rule, which uses three of the four default matching criteria:

Availability Today
Matching Skills
Assigned Cases

Note:

If using the mandatory skills feature, use the Matching Skills - Mandatory Skills Support criterion to match agents with the mandatory skills identified for a case.

You can customize this matching rule to meet your specific need for calculating agent recommendations. This matching rule can also be used for auto assignment if you create an assignment rule.