Create an assignment rule that auto assigns agents' work

Create an assignment rule that routes cases according to skills.

始める前に

Role required: awa_admin or admin

手順

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

     In the Essential settings section, select Set up assignment rules.

   • All > Advanced Work Assignment > Assignment Rules.
2. Select New.
3. Enter the following information in the fields listed:
   • Name: Case Assignment Rule with Skills
   • Assign by: Most Capacity
   • Enable auto-assign work items: Selected
     注:

     Selecting this option automatically accepts chat interactions on behalf of agents. The Display options field appears and you can select either Inbox card or Inbox card and workspace tab.
   • Enable skills: Selected
   • Evaluate skill level: Cleared
   • Enforce mandatory skills: Selected
4. Select Submit.