Define assignment eligibility

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • Define who is eligible to receive cases from the German Cases queue.

    Avant de commencer

    Role required: awa_admin or admin

    Procédure

    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 German Cases queue.
    3. On the form, go to the Assignment Eligibility related link and select New.
    4. In the Agent assignment rule field, select Case Assignment Rule with Skills.
    5. In the Groups field, select your customer support group.
    6. Select Submit.